AccountId: 011433970860
ContactId: 6569ba91-11b7-4629-be75-0a77f96a3db0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243089 ms
Total Talk Time (AGENT): 150431 ms
Total Talk Time (CUSTOMER): 75475 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6569ba91-11b7-4629-be75-0a77f96a3db0_20250520T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Lee Summit ASC. I am just verifying some information, um, as I'm trying to gain access to your portal to check if the claim was received.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, so with that I do believe I'm sorry?
[CUSTOMER][POSITIVE] I'm hoping that you can help me.
[CUSTOMER][POSITIVE] That's OK. I'm just hoping that you can help.
[AGENT][NEUTRAL] Oh yeah definitely so I can check on that claim for you um I think for providers you do have to have that claim number before you're able to search uh so I can get that for you um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And then uh do you have, let's see, the policy number for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, 02453170.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK and then do you have that uh billed amount?
[CUSTOMER][NEUTRAL] $38,937.25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and again I'm sorry that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this was for [PII] correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm not showing that we've yet received a claim for that date of service, [PII]. However, I do see that, uh, we have received claimination on [PII] that is currently being processed, so it can take about 7 to 10 business days for claim information to process. I'm not quite sure if that's what that is or not. Um, how was that claim information submitted to us? Was it by mail or by fax?
[CUSTOMER][NEUTRAL] It was by mail.
[AGENT][NEUTRAL] It was my mail. OK, so that's quite possibly what that is. Um, let's see, I thought was the [PII]. I mean, you're more than welcome to give us a call whenever you'd like. I would say either, um, Friday or sometime next week early next week. Give us a call back, um, and we'll confirm to see if that's what this is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] If you'd like to resend that information you absolutely can just in case because I don't know you know there's no way of knowing what that is um I've got a uh fax number and a payer ID if you'd like that information as well.
[CUSTOMER][POSITIVE] I would love your payer ID.
[AGENT][NEUTRAL] Absolutely, that is 60801.
[CUSTOMER][NEUTRAL] And then what is the fax number to?
[AGENT][NEUTRAL] Sure, that is 877.
[CUSTOMER][NEUTRAL] Just so we have it.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And they accept claims to that fax number as well?
[AGENT][POSITIVE] Absolutely that is what this this fax number is dedicated for claim information.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Absolutely and so if you wanted to go ahead and resubmit that, that is perfectly fine it's up to you um if you wanted to wait to see we can do that or if you wanted to go ahead and submit that, um, worst case scenario is, uh, one of them registers as a duplicate so that's completely up to you.
[CUSTOMER][NEUTRAL] All right, so actually I'm gonna hold off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I, yeah, I'm gonna actually resubmit and attach the primary EOB just to verify that that gets there with that primary. So, all right.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[AGENT][POSITIVE] Absolutely we definitely need that. All right, was there anything else I could help you with your show?
[CUSTOMER][NEUTRAL] No, just a call reference number if you provide.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a wonderful day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye bye.