AccountId: 011433970860
ContactId: 71238544-531c-4dbb-99e4-80ab27ae2e00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351109 ms
Total Talk Time (AGENT): 88528 ms
Total Talk Time (CUSTOMER): 107887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/71238544-531c-4dbb-99e4-80ab27ae2e00_20250212T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 01943513 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK thank you for verifying that [PII] what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge amount is 30, I'm sorry, $2320 even.
[AGENT][NEUTRAL] OK, and that was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, it's, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, I'm sorry, what was the name of the, uh, provider's office this was with?
[CUSTOMER][NEUTRAL] Athea Florida Palms West Hospital.
[AGENT][NEUTRAL] Do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] It's, yeah, the tax ID is [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so we did receive this claim [PII], uh, looks like we're needing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know when the claim has been received?
[AGENT][NEUTRAL] Yes, so this claim was received me just a moment. That was [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Needs primary you will be, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know the claim number?
[AGENT][NEUTRAL] Yes, it is 346-89008.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shall we fax the primary UB?
[AGENT][NEUTRAL] You can uh let me know when you're ready for that fax number.
[CUSTOMER][NEUTRAL] Yes. Could you please provide me the fax number?
[AGENT][NEUTRAL] Yeah it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] 9423. Yeah, could you please verify it once again, which is 8773659423, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah. May I know the timely filing limit to send the AOB?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment, please. I'll be checking for that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Primary EOB.
[CUSTOMER][NEUTRAL] Uh, one moment please. It is.
[CUSTOMER][NEUTRAL] OK. Could you please spell out your name and provide me the call reference number and thank you for being in a hold.
[AGENT][NEUTRAL] Of course, um, so the reference number would just be my first name, last initial, and today's date. Uh, my name is spelled [PII] Was there anything else I could help you with, sir?
[CUSTOMER][POSITIVE] Uh, thank you for the assistance. Have a great day. That's all for today.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.