AccountId: 011433970860
ContactId: 7332c40a-9c91-4a02-b103-3b5573171eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250479 ms
Total Talk Time (AGENT): 88380 ms
Total Talk Time (CUSTOMER): 83878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7332c40a-9c91-4a02-b103-3b5573171eff_20250617T19:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, what is your excuse me, your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII] uh direct line.
[AGENT][NEUTRAL] Thank you. What is the policy number please?
[CUSTOMER][NEUTRAL] OK. It is 948876.
[AGENT][NEUTRAL] OK, and that's the policy number, is that correct?
[CUSTOMER][NEUTRAL] Yeah, as for the patient ID card, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]. Date of birth on [PII].
[AGENT][NEUTRAL] OK, thank you. And getting a call for claim status, I can certainly help you with this. You can also check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain any will be if you need one for your documentation. If you would please provide me with that date of service and the total charge amount.
[CUSTOMER][NEUTRAL] Yes, uh, the data service is on, um.
[CUSTOMER][NEUTRAL] [PII] and it's for $1450 even.
[AGENT][NEUTRAL] I apologize, your phone cut out. If you could please repeat the date of service.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] For uh mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I do not show that we have received the claim. There's no claim on file.
[CUSTOMER][NEUTRAL] OK. Um, can you check whether the patient is active for the data service?
[AGENT][NEUTRAL] Uh, patient is active for the date of service.
[CUSTOMER][NEUTRAL] And uh can I get the mailing address to submit claims, sir?
[AGENT][NEUTRAL] Uh, certainly it is [PII].
[AGENT][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Also, can I get the payer ID if that is any payer ID?
[AGENT][NEUTRAL] Of course, 60801.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And uh time filing limit is 365 days, right?
[AGENT][NEUTRAL] No, there is no time filing to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I still got 2 more claims for the same patient. Can you help me with that?
[AGENT][NEUTRAL] Same patient I can, yes, what is the next date of service and total charge amount?
[CUSTOMER][NEUTRAL] For the date of service, [PII]. Same date of service, uh, and it's for uh $376 even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready for the next day of service when you're ready.
[CUSTOMER][NEUTRAL] All right, sir. Uh, I'm so sorry, the line cut out. You said no claim on file, right, for this date of service also.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. The last claim is for the same date of service, uh, [PII], and it's for $680 even 680.
[AGENT][NEUTRAL] OK, thank you, and we also do not have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Uh, I'll try to go ahead and resubmit the claim. Thank you so much, by the way. And if there is any call reference number?
[AGENT][NEUTRAL] You're welcome. We do not provide call reference numbers, [PII]. You can use my name. My name is [PII]. Last initial [PII], and today's date. Anything else I can assist you with, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, no, that's all for today. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling HL. Take care bye.
[CUSTOMER][NEUTRAL] Mm bye.