AccountId: 011433970860
ContactId: 5eb8ae46-c1ed-4930-9067-573dee08564a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217139 ms
Total Talk Time (AGENT): 59169 ms
Total Talk Time (CUSTOMER): 69201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5eb8ae46-c1ed-4930-9067-573dee08564a_20250205T18:21_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office checking on claim status.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 2462596.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. That is the direct line.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the date of service and total charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The day of service is actual date range from [PII] with the bill amount $25,692 even.
[AGENT][NEUTRAL] OK. Is this a facility charge?
[AGENT][NEUTRAL] Just a hospital claim?
[CUSTOMER][NEUTRAL] Yeah, it is a hospital plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show any claims on file for this patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know is the patient's policy active or not?
[AGENT][NEUTRAL] Uh-huh. Effective date is [PII] currently active.
[CUSTOMER][NEUTRAL] What is the effective date? Repeat that.
[AGENT][NEUTRAL] [PII] currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what would be your mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what is the timely filing?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, so just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you have a payer ID to build that with pay ID?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] 608 after that?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK. Call reference number, please?
[AGENT][NEUTRAL] My name in today's date, [PII], first initial last name is [PII], and you can also check your claim status online at secured.