AccountId: 011433970860
ContactId: 6b30d3db-aee6-48b3-99bf-dae12551acb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237860 ms
Total Talk Time (AGENT): 79293 ms
Total Talk Time (CUSTOMER): 82844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6b30d3db-aee6-48b3-99bf-dae12551acb5_20250220T14:59_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm calling with SSM Health Saint Anthony Hospital on a recorded line. I'm trying to get status of a claim. I'm not sure if I'm in the correct place.
[AGENT][NEUTRAL] Yes, that's fine. And what is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] The what, sorry?
[AGENT][NEUTRAL] Uh, I can certainly look up a claim for you. Um, what is the policy number, please?
[CUSTOMER][NEUTRAL] Oh, OK. It is 021.
[CUSTOMER][NEUTRAL] 31819.
[AGENT][NEUTRAL] 318, I'm sorry, 0213.
[CUSTOMER][NEUTRAL] Yes, 021-31819.
[AGENT][NEUTRAL] 19. Great, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much. If I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. What is the date of service, please?
[CUSTOMER][NEUTRAL] It is [PII] with uh charges of $995.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just looking that now.
[AGENT][NEUTRAL] Well, um, I'm don't have your claim. Uh, I do have a claim for that date of service, but it's not for, um,
[AGENT][NEUTRAL] It's not for that amount of money, uh.
[AGENT][NEUTRAL] So what do you, um, where, where exactly did you send the uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um, it was submitted electronically. It's a crossover claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, let me give you our.
[CUSTOMER][NEUTRAL] But if there's an, uh-huh.
[AGENT][NEUTRAL] Yeah, oh yeah, our, our, our electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 01 OK.
[CUSTOMER][NEUTRAL] And do you have an address or fax number?
[AGENT][NEUTRAL] Yes, it is um [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK. And no fax?
[AGENT][NEUTRAL] Oh yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] OK, perfect. OK, well I will go ahead and resubmit the claim with um.
[CUSTOMER][NEUTRAL] Um, the, you'll be from the primary insurance.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And what's the timely filing for for um.
[AGENT][NEUTRAL] Uh, there's no
[AGENT][NEGATIVE] Yeah, you're, you're fine. It's no, it's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Well, I will go ahead and resubmit the claim right away.
[AGENT][POSITIVE] OK, well thank you very much for contacting APL. If you don't, uh, if there's nothing else I can help with, and thank you for calling us. Have a good day.