AccountId: 011433970860
ContactId: 62485c97-4705-4e49-8963-df0f0a4ad895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273290 ms
Total Talk Time (AGENT): 98892 ms
Total Talk Time (CUSTOMER): 89607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/62485c97-4705-4e49-8963-df0f0a4ad895_20250512T16:24_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the provider's office to check on the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. Thank you so much for asking. Can you repeat your name? Can you spell out for me once again?
[AGENT][NEUTRAL] It's [PII], um, it's spelled [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] No problem. Um, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, first name is [PII] and last name is [PII].
[AGENT][POSITIVE] Thank you. Now, I need a good callback number.
[CUSTOMER][NEUTRAL] Your name is
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's your question?
[CUSTOMER][NEUTRAL] No, your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] Um, now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number is 0230.
[CUSTOMER][NEUTRAL] 8260.
[AGENT][NEUTRAL] OK. And could I get a good callback number again just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And now I need the date of service and bill charges on the claim that you're calling about.
[CUSTOMER][NEUTRAL] Uh, date of service is [PII] and the bill amount is $277 even.
[AGENT][NEUTRAL] OK, you said the date of service was [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file, not with that date of service and those bill charges.
[CUSTOMER][NEUTRAL] OK. So claim is not on file.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Can you provide me, can you provide me the mailing address to submit the claim again?
[AGENT][NEUTRAL] Um, yes, the mailing address is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And can you confirm me timely file a claim to submit the claim again?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, no issues. Can you provide the patient's eligibility when it was effective?
[AGENT][NEUTRAL] Um, yes, one moment. Let me get to that screen.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] [PII] and still active.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, no issues, sir. Can you, can you provide me the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Give me a minute. I'll check that. Give me, give me a second.
[CUSTOMER][POSITIVE] OK, no issue. Thank you so much, uh, thanks, thanks, [PII]. Thanks for helping me.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah, bye.
[CUSTOMER][NEUTRAL] 1