AccountId: 011433970860
ContactId: 809e328e-6f97-4468-ac1d-38392881267f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224929 ms
Total Talk Time (AGENT): 94815 ms
Total Talk Time (CUSTOMER): 61839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/809e328e-6f97-4468-ac1d-38392881267f_20250324T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. Uh, this is [PII]. I'm calling from facility for claim status.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mm, yes. Uh, it's 02454242 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that claim status. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, date of service [PII].
[AGENT][NEUTRAL] And [PII], what is the bill amount, please?
[CUSTOMER][NEUTRAL] Uh, it was for $10,192.71.
[AGENT][NEUTRAL] And that is for a facility fee?
[CUSTOMER][NEUTRAL] Mm, just a minute.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK. [PII], I'm checking for 112124. I do not have a facility fee claim on file for [PII].
[CUSTOMER][NEUTRAL] Mhm. Got it. And uh
[CUSTOMER][NEUTRAL] May I know the time you're filing to BCM?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK, no time problem. And can I have the claim mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And you can also fax that with the primary EOB directly to our claims department.
[AGENT][NEUTRAL] At 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 2 3.4. And can I have the member eligibility active from mine too?
[AGENT][NEUTRAL] Yes sir, the effective date on the policy is [PII].
[AGENT][NEUTRAL] And policy is active.
[CUSTOMER][NEUTRAL] OK, got it. And uh
[CUSTOMER][NEUTRAL] Uh, can I have the call reference for this call?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] First initial last name, [PII]. And [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's all I have. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.