AccountId: 011433970860
ContactId: 64541115-98bf-4d94-9865-4a9cfe2bbc2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778419 ms
Total Talk Time (AGENT): 115539 ms
Total Talk Time (CUSTOMER): 316282 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/64541115-98bf-4d94-9865-4a9cfe2bbc2d_20250612T13:05_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. Uh, my name is [PII] and my last name initial [PII]. I'm calling from provider's office to check on a claim status. Could you please help me?
[AGENT][NEUTRAL] Happy to check on a claim, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. The policy number is one moment, uh, [PII]. By the way, how are you doing today?
[AGENT][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 02135063.
[AGENT][NEUTRAL] Thank you and do you have a good call back number for documentation?
[CUSTOMER][NEUTRAL] Call
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the extension is [PII].
[AGENT][NEUTRAL] What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] Yeah, I have 3 data services for this patient. The first date of service is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, the first date of service is [PII].
[CUSTOMER][NEUTRAL] The bill amount is $355 even.
[AGENT][NEUTRAL] So data service is [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, we have to call you.
[AGENT][NEUTRAL] We don't have any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. Could you please help me with the effective date and termination date of the policy?
[AGENT][NEUTRAL] Effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I have and the date of service for the same patient.
[AGENT][NEUTRAL] OK, what's the other name?
[CUSTOMER][NEUTRAL] The date of
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], bill amount $50 sorry, $231 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the bill amount was $231 you said?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] After primary paid.
[CUSTOMER][NEUTRAL] $133.93.
[AGENT][NEUTRAL] I'm not showing any claims on file for that amount.
[CUSTOMER][NEUTRAL] Yeah. The last date of service for this patient is
[CUSTOMER][NEUTRAL] Uh, [PII], bill amount $510 sorry.
[CUSTOMER][NEUTRAL] Uh, $303 even.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Could you please help me with another patient?
[AGENT][NEUTRAL] Uh, yeah, let me just notate this [PII] moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 02166573.
[AGENT][NEUTRAL] Insured's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII]. The patient's date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] I have two date of services for this patient. The first date of service is [PII], bill amount $511 even.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 202
[CUSTOMER][NEUTRAL] And the second date of service is [PII].
[CUSTOMER][NEUTRAL] Bill amount $142 even.
[AGENT][NEUTRAL] No claims on file for that amount.
[CUSTOMER][NEUTRAL] OK. Could you please help me with another patient?
[AGENT][NEUTRAL] Yeah, I need to notate this 11 moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] Yeah, the next policy number 1265678.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. The patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Data service
[CUSTOMER][NEUTRAL] The first date of service is [PII], bill amount $355 even.
[AGENT][NEUTRAL] Do you have a different amount after the primary you paid?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] $170.14.
[AGENT][NEUTRAL] We don't have any claims on file for that amount.
[CUSTOMER][NEUTRAL] OK. And then the date of service for this patient is
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Build them up.
[CUSTOMER][NEUTRAL] $170 even.
[AGENT][NEUTRAL] No claims on file for that amount.
[CUSTOMER][NEUTRAL] OK. Could you please help me with uh another patient?
[AGENT][NEUTRAL] Yeah, I need to notate this one before I move on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a member's ID.
[CUSTOMER][NEUTRAL] Yeah, the patient number ID is 02320076.
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][NEUTRAL] A service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the first date of service is [PII], bill amount $461 even.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. And the second date of service is
[CUSTOMER][NEUTRAL] [PII], bill amount $1,488 even.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. Could you please help me with one last question?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient member ID is 01632903.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII], and the patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Yeah, I have one date of service for this patient, [PII], bill amount $408 even.
[AGENT][NEUTRAL] Nothing on file for [PII].
[CUSTOMER][NEUTRAL] OK. Could you please help me with the time if I limit to resubmit the claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the call reference number?
[AGENT][NEUTRAL] I'll references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK. OK, sir. Uh, thank you. Thank you for providing the information. Have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.