AccountId: 011433970860
ContactId: 5a0c5afc-86b2-4b2d-a2fa-dec0ae101c6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216259 ms
Total Talk Time (AGENT): 59983 ms
Total Talk Time (CUSTOMER): 110368 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/5a0c5afc-86b2-4b2d-a2fa-dec0ae101c6f_20250521T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from the provider office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a, a policy number or a good callback number?
[CUSTOMER][NEUTRAL] OK, so I provide you. First, I will provide you the callback number is [PII]. And the patient policy number is, can I go ahead with the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. It is 01702597. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient first name is?
[CUSTOMER][NEUTRAL] I can spell it out. It is [PII] and the last name is spelled as [PII] and middle name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. The total charges is [PII], sorry, the date of service is [PII]. I'm so sorry for that. It is [PII] and the total charge is $81,111 even.
[AGENT][NEUTRAL] Um, it looks like we have not received the claim. Can you resubmit that?
[CUSTOMER][NEUTRAL] OK. So, if you can check, the claim has been billed through paper. So can you please help me with the electronic uh PR ID mailing address and time to filing?
[AGENT][NEUTRAL] Uh, payer ID is 60801.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is, can you repeat once again? It is [PII]. And after that, can you please spell it out for me? I want to make a note for that.
[AGENT][NEUTRAL] Yes, it's [PII]. So that's [PII]
[CUSTOMER][NEUTRAL] Not a second.
[AGENT][NEUTRAL] City.
[AGENT][NEUTRAL] ITY
[AGENT][NEUTRAL] And then [PII] is the state.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I don't get
[CUSTOMER][NEUTRAL] And the state is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you please help me with the effective date of the patient?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEGATIVE] And there's no timely filing limit.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information. Can you please provide me the reference number for today's call?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Have a nice day, Papa. That's it from my side.
[AGENT][NEUTRAL] Calling APL. You too. Bye-bye.