AccountId: 011433970860
ContactId: 64b6a4ac-6016-458f-b155-fdef4bf92304
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300760 ms
Total Talk Time (AGENT): 68393 ms
Total Talk Time (CUSTOMER): 107349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/64b6a4ac-6016-458f-b155-fdef4bf92304_20250613T18:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi. Uh, my name is [PII]. Yes, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry. Yeah, so my name is [PII] and I'm from provider's office checking on a claim status. Can you help me with that?
[AGENT][POSITIVE] I'd be happy to assist with claim status today and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, that starts with 022.
[CUSTOMER][NEUTRAL] 92666
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] And the patient name is, give me one second.
[CUSTOMER][NEUTRAL] Yes. Give me 1 2nd.
[CUSTOMER][NEUTRAL] I'm sorry. Just give me a second.
[CUSTOMER][NEUTRAL] All right. I'm so sorry for that. Sorry for the long hold. So, the patient's first name is [PII] and the last name is spelled like [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim?
[CUSTOMER][POSITIVE] Uh, I'm so sorry. Can you hear me now?
[AGENT][NEUTRAL] Yes, the data service for the claim?
[CUSTOMER][NEUTRAL] Yeah, that's on 626-2024 with the total charge, it's $3,614 even.
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But you have the claim number with me?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] So, there's a two claims. And the claim number, it starts with 358-053-5.
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] This is a claim for [PII].
[CUSTOMER][POSITIVE] No, no, no. I said, oh, I'm so sorry. I said that's 9:26 of 2024. I think there's a miscommunication. I'm so sorry for that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I'm showing the claim was denied because we need the EOB from the primary.
[CUSTOMER][NEUTRAL] Oh, all right. Uh, can I just get the, uh, claims to submit the claim mailing address, pay ready and the time the selling limit?
[AGENT][NEGATIVE] There's no timely filing and the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the mailing address is [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Got you. And is there any any uh fax number for you guys?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. And the last thing I just want to know, uh, do we have to submit the primary EOB alone or with the attached of claim?
[CUSTOMER][NEUTRAL] A form
[AGENT][NEUTRAL] Um, we already have the claim form. You can send both, that's fine. We just need the EOB.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][POSITIVE] Alright then that's all I needed from you today. Uh, can I just get the call reference number and I'm sorry I miss to get your name.
[AGENT][NEUTRAL] The reference number is just my name [PII] last initial S [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help. You have a wonderful day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.