AccountId: 011433970860
ContactId: 846efb9e-3af2-4160-aac6-76a4c25b67d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500690 ms
Total Talk Time (AGENT): 162369 ms
Total Talk Time (CUSTOMER): 108465 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/846efb9e-3af2-4160-aac6-76a4c25b67d0_20250122T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from products office to get the clarification on my claim.
[AGENT][NEUTRAL] Sure, [PII], I can help you with a claim inquiry. Can I have a callback number in case we get disconnected please?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] And the name of the facility or provider's office please?
[CUSTOMER][NEUTRAL] Yeah, it is MUSC Community physicians.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have the policy number or member ID please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the member ID number is 02216876.
[AGENT][POSITIVE] Thank you and just give me one moment please, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I please have you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is.
[CUSTOMER][NEUTRAL] Let's check
[CUSTOMER][NEUTRAL] Yeah, the patient's name is uh [PII] on [PII].
[AGENT][NEUTRAL] Thank you for verifying that. And did you have a claim number, [PII], or did you want to give me the date of service and the amount on the claim, please?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the bill amount is $191 even. Uh, could you please spell your name for me?
[AGENT][NEUTRAL] Certainly [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII], and did you say [PII], [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file for that data service 10-17-2024 for 191.
[CUSTOMER][NEUTRAL] Yeah, can
[CUSTOMER][NEUTRAL] Can you please confirm the patient is eligible for the data service?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Yes, I do show eligibility for [PII] for Jalen.
[AGENT][NEUTRAL] Did you need to verify any additional information? um.
[AGENT][NEUTRAL] Would you like to fax your claim over?
[CUSTOMER][NEUTRAL] Uh, when was the, uh, effective date October.
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, I'm asking for, uh, what is that the effective date and uh last term date?
[AGENT][NEUTRAL] OK, so the effective date for this policy is [PII].
[AGENT][NEUTRAL] And I'm showing the policy is currently active.
[CUSTOMER][NEUTRAL] OK. Can you please confirm the mailing address?
[AGENT][NEUTRAL] Certainly the claim should come to us at APL and that is uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code [PII].
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Would you like
[CUSTOMER][NEUTRAL] OK. Can you please confirm, uh, can you please provide me the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, TFL limit.
[AGENT][NEUTRAL] There's no filing limit for this policy.
[CUSTOMER][NEUTRAL] OK, can you please provide me the payer ID?
[AGENT][NEUTRAL] 608.
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, call reference number, please.
[AGENT][NEUTRAL] Certainly the call reference number for today's call is my name and today's date, [PII] last initial [PII].
[CUSTOMER][NEUTRAL] OK, I have one more claim. Could you please send me that one?
[AGENT][NEUTRAL] So the same patient or different patient?
[CUSTOMER][NEUTRAL] It's a different patient, I think so. Let me confirm that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's a different patient.
[AGENT][NEUTRAL] OK, just give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead with that policy number when you're ready please [PII].
[CUSTOMER][NEUTRAL] Yeah, the policy number is 018.
[CUSTOMER][NEUTRAL] 13684.
[AGENT][NEUTRAL] OK, just give me one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And please verify patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And go ahead with that data service and the amount on the claim when you're ready.
[CUSTOMER][NEUTRAL] Yeah, [PII] and $191 even.
[AGENT][NEUTRAL] [PII] and 191 even.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Alright, give me a moment to search the claims please.
[CUSTOMER][NEUTRAL] [PII] and $191 even, yeah.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK, I do not show that claim on file for [PII] for data service [PII] for $191 no claim on file.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Can you please uh provide me the effective date?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Term date.
[AGENT][NEUTRAL] OK, I show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. It's nice talking to you. Have a wonderful great day for you.
[AGENT][POSITIVE] You too [PII] thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye bye bye.