AccountId: 011433970860
ContactId: 6c029a7a-3e8c-42a7-82cd-4b9afaeab238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1170550 ms
Total Talk Time (AGENT): 174013 ms
Total Talk Time (CUSTOMER): 434015 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6c029a7a-3e8c-42a7-82cd-4b9afaeab238_20250523T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII]. My first name is [PII], my last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, the contact number [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 02152658.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is, uh,
[CUSTOMER][NEUTRAL] [PII]. And the first name is [PII], last name is [PII].
[AGENT][NEUTRAL] Need of service and bill charges.
[CUSTOMER][NEUTRAL] 14232 1 31st 23 total charge is $1510 even.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, looks like we do not have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] OK, can I have the memory effective date?
[AGENT][NEUTRAL] Active date [PII].
[AGENT][NEUTRAL] Termination was [PII].
[CUSTOMER][NEUTRAL] 3174216.
[CUSTOMER][NEUTRAL] 6120.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, effective date is [PII].
[CUSTOMER][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm sorry, could you please repeat again the effective date?
[AGENT][NEUTRAL] Effective dates [PII].
[CUSTOMER][POSITIVE] OK, uh thank you, let's move to the next patient.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the patient's IDs, uh.
[CUSTOMER][NEUTRAL] Just a moment
[CUSTOMER][NEUTRAL] Uh, so the patient study is 00 no, this is different patient.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The next ID is 02137652.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] They have service and bill charges.
[CUSTOMER][NEUTRAL] That of services, uh, [PII] total charge is $6,175.46.
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] It looks like we don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] OK. The membership effective date.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Plan is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Let's move to the next patient.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK. Policy number?
[CUSTOMER][NEUTRAL] OK, uh, patient study is 016319.
[CUSTOMER][NEUTRAL] 18.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, divisions. His name is.
[CUSTOMER][NEUTRAL] Uh, [PII], last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] That services uh [PII] total charge is $3,361 even.
[AGENT][NEUTRAL] Uh, looks like we don't have that on file. Effective date [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to.
[AGENT][NEUTRAL] And the plan's active.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK. The next ID whenever you're ready.
[AGENT][NEUTRAL] OK, next one.
[CUSTOMER][NEUTRAL] That is 02137652.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and the date of birth is uh [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] 382-392024 total charge is $7,694.50.
[AGENT][NEGATIVE] Uh, it looks like we've not received that.
[CUSTOMER][POSITIVE] OK, numbers effectively.
[AGENT][NEUTRAL] On 12022.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the next ID.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, uh, are you ready for the next city?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02399312.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And the patient's first name is.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII], Uniform, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] total charge is $1,969 even.
[AGENT][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] And what I'm sorry, what were the bill charges?
[CUSTOMER][NEUTRAL] No charges.
[CUSTOMER][NEUTRAL] It just.
[CUSTOMER][NEUTRAL] Bill charges is $1,969 even.
[AGENT][NEUTRAL] OK, looks like we don't have that on file either.
[CUSTOMER][NEUTRAL] OK, and the membership I could take.
[AGENT][NEUTRAL] is
[AGENT][NEUTRAL] And 1 2023.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh next ID.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, ID.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 046873.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The date of birth is uh.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Native service and bill charges.
[CUSTOMER][NEUTRAL] [PII] total charge is $1,371 even.
[AGENT][NEUTRAL] Uh, looks like we don't have that on file and.
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Let's move to the side.
[AGENT][NEUTRAL] OK and the policy number?
[CUSTOMER][NEUTRAL] Uh, the patient side yes uh.
[CUSTOMER][NEUTRAL] 02450109.
[CUSTOMER][NEUTRAL] And the patient's first name is [PII]. Last name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] A service and bill charges.
[CUSTOMER][NEUTRAL] Net services, uh, [PII] total charge is $1,787 even.
[AGENT][NEUTRAL] Uh, not on file, policies effective [PII] or [PII].
[CUSTOMER][NEUTRAL] OK, 1124. Thank you. Let's move to the next ID.
[AGENT][NEUTRAL] How many more do you have?
[CUSTOMER][POSITIVE] Um, I like.
[CUSTOMER][NEUTRAL] Including this, I still have 5 more claims.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the pulse on me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, the patient's ID is 02450131.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is uh [PII]. Last name is [PII] Date of birth is uh [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] total charge is $1240 even.
[AGENT][NEUTRAL] Uh, it looks like claims not on file. Policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's move to the next ID.
[AGENT][NEUTRAL] OK. ID.
[CUSTOMER][NEUTRAL] Uh yes, the patient ID is 02486182.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is uh [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] of service and bill charges.
[CUSTOMER][NEUTRAL] Uh, [PII] total charge is $730 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You said 7:30, is that right?
[CUSTOMER][NEUTRAL] Uh, just 6.
[CUSTOMER][NEUTRAL] You know, the
[CUSTOMER][NEUTRAL] Yes, the total charge is $730 even.
[AGENT][NEUTRAL] It looks like we received it on.
[AGENT][NEGATIVE] [PII] process same day, and it was denied.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Medical test for date of service is not covered, diagnostic test not payable under policy.
[CUSTOMER][NEUTRAL] Under the patient's plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, claim number.
[AGENT][NEUTRAL] The number 352.
[AGENT][NEUTRAL] 572 8.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, thank you, let's move to the next page.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, your business I 021-73251.
[CUSTOMER][NEUTRAL] And this is the patient's first name [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] The services, uh, [PII] total charge is $4270 even.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, I haven't received that claim.
[CUSTOMER][POSITIVE] OK, I effective data.
[AGENT][NEUTRAL] Uh, the effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. Let's move to the next page.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 0275815.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And the patient's first name is uh [PII]. Last name is [PII], and the date of birth is uh [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] 124. 25 total charge is $10,918.78.
[AGENT][NEUTRAL] No, there's no claim on file. Policy is effective [PII].
[CUSTOMER][NEUTRAL] OK, uh, let's move to the last patient.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 023343778.
[AGENT][NEUTRAL] Patient name and date of birth?
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] The date of birth is uh [PII] and the first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And data service and bill charges?
[CUSTOMER][NEUTRAL] [PII]. Total charge is $1,359 even.
[AGENT][NEUTRAL] Uh, I don't have that claim on file. Policy is effective [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. And uh what is it, uh, I think there is no timely filing limit, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And uh how would you call reference number?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Uh, OK. Thank you so much. That's all I need for today and have a very blessed day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.