AccountId: 011433970860
ContactId: 792b97b4-a9ea-4a97-9dfc-cf0cb83a4d8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357839 ms
Total Talk Time (AGENT): 117757 ms
Total Talk Time (CUSTOMER): 103711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/792b97b4-a9ea-4a97-9dfc-cf0cb83a4d8a_20250313T15:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi, good morning. This is [PII] calling from provider of fee checking for claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you're calling from which facility for annotation, what's the name?
[CUSTOMER][NEUTRAL] It's endo sedation LLC.
[AGENT][NEUTRAL] What was that name?
[CUSTOMER][NEUTRAL] You're asking for the provider office, ma'am?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] It's Endo sedation LLC. Can I say tax ID?
[AGENT][NEUTRAL] And endos sedation.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, LLC.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01592015.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you, one moment, let me pull that information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] In that for
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII], the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] She goes by any other last names besides [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The first name is [PII]. The last name is [PII].
[AGENT][NEUTRAL] OK, thank you. That fix. OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The date of service it's uh [PII]. And the total bill amount is $1050 even 1050.
[AGENT][NEUTRAL] OK, and [PII] is the date of service, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, I don't see a claim for [PII].
[AGENT][NEUTRAL] Let me see if there's any pending claims. One moment.
[AGENT][NEUTRAL] No, there's no pending claims.
[AGENT][NEUTRAL] We have not received that claim as of today.
[CUSTOMER][NEUTRAL] OK. Can I refer this name to electronically?
[AGENT][NEUTRAL] OK, this is a secondary supplemental plan to the major medical. So we're gonna need the primary it will be attached to it, so it can be sent by fax or mail.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Could you please spell out your name first?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, what was the fax number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah it's [PII]. Is it right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What was the attention?
[AGENT][NEUTRAL] It's gonna be claims department.
[CUSTOMER][POSITIVE] Oh definitely
[CUSTOMER][NEUTRAL] How was the time limited?
[CUSTOMER][NEUTRAL] 252-238.
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There is no timely limited for this one.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please verify the eligibility for this one? What was the effective date and time date?
[AGENT][NEUTRAL] We have [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, what does the call this number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I'm not gonna like
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] OK.