AccountId: 011433970860
ContactId: 73932615-fae8-4850-a77c-ee0343e612ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273000 ms
Total Talk Time (AGENT): 72435 ms
Total Talk Time (CUSTOMER): 91272 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/73932615-fae8-4850-a77c-ee0343e612ca_20250314T15:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] And may I help you? Uh, hi, [PII]. I'm [PII] and I'm calling from provider's office to check on the status of a claim.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number for the patient is 015548884.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah, sure, of course.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and date of birth for her is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're just needing claim status?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Data services number [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, it's [PII]. Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] OK. Was this for a facility bill or doctor's charge? What was the total charge?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's for a facilletic bill on the professional claim.
[AGENT][NEUTRAL] What's the total charge?
[CUSTOMER][NEUTRAL] It's for $548 even.
[AGENT][NEUTRAL] Um, not showing we have that claim. We have the facility bill, but we don't have the doctor's bill.
[CUSTOMER][POSITIVE] Oh, got it. Thank you so much for that information. Can I get a patient back you and termination date of the policy?
[AGENT][NEUTRAL] The effective date is [PII]. The policy is still active.
[CUSTOMER][POSITIVE] Thank you so much. May I know the payer ID for the claim?
[AGENT][NEUTRAL] 660801.
[CUSTOMER][NEUTRAL] May I know the claims miling gives us with the timely filing limit, please?
[AGENT][NEGATIVE] We do not have timely filing. It is PO Box.
[AGENT][NEUTRAL] 248,950
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for that. And yes, can I get, uh, you said your name is [PII], right?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Thank you, [PII]. May I get a call reference for this call, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII] for the first thing and have a good day. Bye-bye and take care. Stay safe and happy weekend.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.