AccountId: 011433970860
ContactId: 5beacbda-4a94-4d9d-aeec-04745237420b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462170 ms
Total Talk Time (AGENT): 83549 ms
Total Talk Time (CUSTOMER): 113429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5beacbda-4a94-4d9d-aeec-04745237420b_20250625T19:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office calling for the claim status information.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII] and can you please spell out your name for my documentation.
[AGENT][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. Extension is 10498.
[AGENT][NEUTRAL] 10498.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02284511.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Name of the patient, last name is [PII], and the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $256 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] OK. We have submitted this claim through the paper, [PII]. OK. [PII]. Is your mailing address correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what is the timely filing limit to resubmit the claim?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK. And I do have one more claim with a different patient.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK. What's the next policy number?
[CUSTOMER][NEUTRAL] 02135063
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The name of the patient, last name is [PII], and the first name is [PII] N.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] In the data service.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $235 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the procedure code on that bill or was it a facility bill?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 99214 professional film.
[AGENT][NEUTRAL] There's no claim on file?
[CUSTOMER][POSITIVE] OK, thank you. And I do have one more claim and this will be the last one.
[AGENT][NEUTRAL] Hold on a moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, and when, what's the last policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 126 5678.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Name of the patient, last name is [PII], and the first name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] with the billing amount of $301 even.
[AGENT][NEUTRAL] OK, it was 423 25.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the bill amount?
[CUSTOMER][NEUTRAL] $301 even.
[AGENT][NEUTRAL] And what's the procedure code on that claim?
[CUSTOMER][NEUTRAL] 99213
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] OK. Could you please check and confirm whether the patient is active on the data service or not?
[AGENT][NEUTRAL] Yes, the patient was active on that data service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, can you help me with the effective information dates?
[AGENT][NEUTRAL] The effective date is [PII] is still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Call reference number for today's call.
[AGENT][NEUTRAL] We do not have call reference numbers and use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much and have a nice day. Bye for now.
[AGENT][POSITIVE] Thank you [PII] for calling APLU as well.
[AGENT][NEUTRAL] Bye-bye.