AccountId: 011433970860
ContactId: 6408d3cb-b964-4248-820d-4a616bfacece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302100 ms
Total Talk Time (AGENT): 85910 ms
Total Talk Time (CUSTOMER): 126472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6408d3cb-b964-4248-820d-4a616bfacece_20250613T17:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the claim status. Could you please help?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, you're right and uh could you please spell out your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. The number ID is 02473488 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, yeah, my callback number is [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient first name is.
[CUSTOMER][NEUTRAL] Uh, [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's no but the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Care of services, um, [PII] and the bill amount is $727 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Well, actually, I don't show we received this claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Um, just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I suppose the, the primary and have made, uh, in this one, this claim is paid and have the copy. So that's why we need to submit the claim.
[AGENT][NEUTRAL] Well, we have not received the claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] It doesn't have that one?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, however, he doesn't have that, uh, information.
[AGENT][NEUTRAL] OK, when you're ready, I can give you our mailing address and our fax number to submit the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, mailing address PO Box.
[CUSTOMER][NEUTRAL] Could you please provide me the
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah, before that, could you please provide me the patient effect on termination date.
[AGENT][NEUTRAL] Effective date [PII], policy is active.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct, the policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where is this patient still active for the date of service?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you for the information. And could you please provide me the email address to submit the client.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] thank you and may I know the payer ID to submit the claim.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. Thank you for that information. Could you please provide me the time following limit to submit the claim?
[AGENT][NEUTRAL] Uh, there is no time limit.
[CUSTOMER][NEUTRAL] Oh, that's a no time limit to the client.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Underwear
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a wonderful day. And may I know the call reference number?
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] You may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] KK, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Oh