AccountId: 011433970860
ContactId: 6c02d6b1-8b8f-4d5c-b43f-ebf028fbae55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452369 ms
Total Talk Time (AGENT): 94172 ms
Total Talk Time (CUSTOMER): 170377 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6c02d6b1-8b8f-4d5c-b43f-ebf028fbae55_20250624T15:33_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]. I'm [PII]. The initial is [PII]. I'm calling from the provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Thank you. Mhm. Yes, [PII]. Uh, it is [PII].
[CUSTOMER][NEUTRAL] With the extension [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][POSITIVE] Yes, you're correct.
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Mm yes, I do apologize. Yes, it is 02265489 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is uh [PII].
[CUSTOMER][NEUTRAL] Oo
[CUSTOMER][NEUTRAL] And the date of birth was [PII], uh, I do apologize. It is [PII].
[AGENT][NEUTRAL] OK, the date of service and bill charges?
[CUSTOMER][NEUTRAL] Mhm. Yes, the date of service is going to be [PII].
[CUSTOMER][NEUTRAL] With the total charge, $348 even.
[AGENT][NEUTRAL] OK, that claim was received on 527-25.
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Office visits are not covered under the patient policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, so we received the email, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, sir, can I get the dinner date as well?
[AGENT][NEUTRAL] The denial reason, office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Mm, yeah, I'm asking the denial, uh, denial date.
[AGENT][NEUTRAL] Uh denial date was back to that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Sure, yes, uh, for this, uh, can I get the same number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. One moment. Uh, [PII], can I place you on hold for you while? It is less than 2 minutes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, uh, [PII], thank you. Uh, thank you for waiting. Uh, I'm here. Can I get down?
[CUSTOMER][NEUTRAL] Yes, uh, could you please tell me the, uh, patient, uh, plan?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, sir. Could you please tell me the patients uh plan?
[AGENT][NEUTRAL] The patient's plan? What do you mean?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, sir, yeah, the patient's plan, you are correct.
[AGENT][NEUTRAL] I, I don't under you're needing the EOB or what, what information do you need? Are you, you need the plan type or?
[CUSTOMER][NEUTRAL] Yes, I need the plan type.
[AGENT][NEUTRAL] Uh, Plan pipe is a secondary policy.
[AGENT][NEUTRAL] Supplemental secondary.
[CUSTOMER][NEUTRAL] Uh, supplemental secondary policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. Yes, sir, can I get the
[CUSTOMER][NEUTRAL] Uh, TFL timely final limit for pay.
[AGENT][NEUTRAL] 180 days from the date of service process.
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] From the uh process date, right? 1180 days from the process date.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, sir, can I get the mailing address, open mailing address?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Billing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm. [PII] yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get the fax number as well?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, uh, [PII], could you please uh fax the UB?
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] Mhm. Could you please send the UB through fax?
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] The ID will be.
[CUSTOMER][NEUTRAL] Yes. Uh, one moment, let me provide you with that. Mhm. Yes, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mhm. Yes, you're correct.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] Uh, could you please uh repeat once again, how much time it will take to receive it?
[AGENT][NEUTRAL] A few minutes, about 2 minutes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2 months, yes. OK.
[AGENT][NEUTRAL] Is there anything else I
[CUSTOMER][NEUTRAL] Yes, uh, [PII], can I get the, mhm, yes, sir, can I get the call reference?
[AGENT][NEUTRAL] A call reference is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII], mhm.
[CUSTOMER][POSITIVE] Yes, uh, definitely, thank you for your assistance. This is the information I needed. Have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.