AccountId: 011433970860
ContactId: 797cc557-1db5-4890-93b5-685eab7c19b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472440 ms
Total Talk Time (AGENT): 100086 ms
Total Talk Time (CUSTOMER): 165720 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/2025/05/27/797cc557-1db5-4890-93b5-685eab7c19b1_20250527T21:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from providers office regarding to check up on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment.
[CUSTOMER][NEUTRAL] Yeah. Uh my number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient's policy number is 2473162.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the bill amount is $1950.
[AGENT][NEUTRAL] Uh, I don't show that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Yeah, just, just give me a moment, please.
[CUSTOMER][NEUTRAL] Yeah, yeah. You said that claim is on file?
[AGENT][NEGATIVE] Is not on file we haven't received it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, here, may I have the policy effective and term date?
[AGENT][NEUTRAL] Uh, policies effective [PII].
[AGENT][NEUTRAL] And the policy is still active, no term date.
[CUSTOMER][NEUTRAL] You still
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK. So check the slide between effective and term date.
[CUSTOMER][NEUTRAL] D of service.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Check the date of service lies between effective and term date.
[AGENT][NEUTRAL] Check the date of service.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have the claim on file.
[CUSTOMER][NEUTRAL] Oh, OK. So, may I have the TFS?
[AGENT][NEUTRAL] Of the what?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. So, is there any other policy active for the patient in data service?
[AGENT][NEUTRAL] No, I don't show any other policy.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Uh, OK. Just give me a moment.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, and what is the payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Can you provide me the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, can you spell this?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh, let me just confirm that [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the spelling [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, the spelling is [PII]
[CUSTOMER][POSITIVE] Yeah, the spelling is OK.
[AGENT][NEUTRAL] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I have the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. I'm just repeating this. Uh, the fax number is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. So, may I have the call reference number?
[AGENT][NEUTRAL] A reference number is my name, [PII].
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I have the TFL?
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes I.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Timely filing limit.
[AGENT][NEUTRAL] The timely filing, there's no timely filing limit.
[CUSTOMER][NEUTRAL] To submit and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And your timely filing.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Well there no timely filing one.
[AGENT][NEGATIVE] Correct, there's no timely filing.
[CUSTOMER][NEUTRAL] Yeah. Can we submit anytime?
[AGENT][NEUTRAL] Yes, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So thank you, [PII], for your assistance.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. Bye bye.