AccountId: 011433970860
ContactId: 62a08c9f-6461-4bf7-b510-b4c003cef6b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290290 ms
Total Talk Time (AGENT): 96349 ms
Total Talk Time (CUSTOMER): 87176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/62a08c9f-6461-4bf7-b510-b4c003cef6b5_20250226T17:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. May I help you?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. My last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] OK, I can verify a claim status for you, [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, the patient's ID is uh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The patient's ID is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the call back number is [PII] and also could you please repeat again your name please?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[AGENT][NEUTRAL] And [PII], verify that patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the first name is [PII] and the last name is [PII].
[AGENT][POSITIVE] OK, thank you so much. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] That of services [PII] and the total charge is $3,393.99.
[AGENT][NEUTRAL] OK, and thank you. And do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh yes, the balance is $152.40.
[AGENT][NEUTRAL] OK, thank you. And you said the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oops, OK, give me one moment.
[AGENT][NEUTRAL] Uh, do not show we received that claim. Can you verify the mailing address the claim was submitted to? Or hold on one second, let me double check one other spot.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Uh, this is just.
[CUSTOMER][NEUTRAL] Uh, San Francis Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't show, yes, sir, I don't show we've received that claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] Oh, actually, I tried to find this address, but you know, mm.
[CUSTOMER][NEUTRAL] I don't see the PO box, but I see [PII].
[AGENT][NEUTRAL] No, sir, it's not our mailing address. Uh, when you're ready, I can give you that uh correct mailing address to submit the claim.
[AGENT][NEUTRAL] And or fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what, what is the, uh, members effective date?
[AGENT][NEUTRAL] [PII] and the policy is active.
[CUSTOMER][NEUTRAL] And the time is.
[AGENT][NEGATIVE] There is no timely filing. Would you like the mailing address for the claim?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] Uh, yes, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, any call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. I can give you, uh, but you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Thank you so much. That's all I need for today and have a very blessed day.
[AGENT][POSITIVE] Alright, you too, [PII], thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm.