AccountId: 011433970860
ContactId: 83658854-f7e0-423d-a899-6baf6e647d5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277170 ms
Total Talk Time (AGENT): 107971 ms
Total Talk Time (CUSTOMER): 115861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/83658854-f7e0-423d-a899-6baf6e647d5b_20250625T18:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check on the status of a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't only member ID.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Remember it is 01611564, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Oh, you're asking for my name?
[AGENT][NEUTRAL] Uh, the member's name of the patient that the claim is in regard to?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, you go to medical and this patient name is [PII].
[AGENT][NEUTRAL] OK, and do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, date of birth on [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Data service of uh [PII] and the bill amount is one moment, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The amount is $264 even.
[AGENT][NEUTRAL] OK, and again that was [PII]?
[CUSTOMER][NEUTRAL] Mm yes.
[AGENT][NEUTRAL] OK, uh, what was the uh tax ID for this provider please?
[CUSTOMER][NEUTRAL] Yes, the tax ID is 59155.
[CUSTOMER][NEUTRAL] 9063.
[AGENT][POSITIVE] OK, thank you so much for that one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I am not showing that we've received a claim uh for that date of service from this provider or from that for that amount.
[CUSTOMER][NEUTRAL] OK. I just want to verify the claim mailing address we have submitted to [PII]. Is this the correct address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No sir, that is an old address whenever you're ready I can give you our uh current claims mailing address.
[CUSTOMER][POSITIVE] OK, one moment. Yes, I'm ready now.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Uh, zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just want to reverify the [PII], right?
[AGENT][NEUTRAL] [PII] yes um and I've also got a fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, uh, that fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, can you please provide me the payer ID as well, please?
[AGENT][NEUTRAL] Yes, payer ID is 60801.
[CUSTOMER][NEUTRAL] And may I know the timely filing limit to submit a claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Mhm. And is there any attention while you submitting the claim?
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][POSITIVE] OK. Thank you so much. And can you please spell your name for me for my documents purpose?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Sure. And thank you, sir. Can I get a call reference number for this call, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial and date uh so my last initial is A.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Oh, that, no problem, that's it from my end. Thank you so much and have a great rest of your day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.