AccountId: 011433970860
ContactId: 89031124-5c49-4ae4-8c2f-5e37b0f464fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330000 ms
Total Talk Time (AGENT): 146550 ms
Total Talk Time (CUSTOMER): 104457 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/89031124-5c49-4ae4-8c2f-5e37b0f464fa_20250313T13:52_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] My name is [PII]. I'm calling you from provider's office checking on claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, and I'm sorry I missed your name. What is your name?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], thank you, and the callback number please sir?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number or if you have a claim number?
[CUSTOMER][NEUTRAL] 0160233 9 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] Yeah, yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with that claim status. What is that data service?
[CUSTOMER][NEUTRAL] Yeah, dental services.
[CUSTOMER][NEUTRAL] [PII], total charge is $61 even.
[AGENT][NEUTRAL] Alright, thank you. Now [PII], if you'll bear with me just one moment, the policy number that you gave me termed.
[AGENT][NEUTRAL] On [PII]?
[AGENT][NEUTRAL] I'm checking to see if they had active coverage for that data service, so bear with me.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] OK, I did find active coverage for that data service. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As of 9-1-2023.
[AGENT][NEUTRAL] The active policy number is 237.
[AGENT][NEUTRAL] 0325.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm checking for that data service.
[AGENT][NEUTRAL] I'm checking for data service 913-2024 for Vivian.
[AGENT][NEUTRAL] And I'm not gonna try to say that last name, but we do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. There's no claim on file.
[AGENT][NEUTRAL] That's correct and I can give you a claims fax number if you want to send to us by fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I get the policy effective date for this one?
[AGENT][NEUTRAL] Sure, the effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, can I get the claim mailing address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, just to confirm, the mailing address is [PII]. Am I right?
[AGENT][NEUTRAL] That's right. And it's [PII] is, and then the state is [PII] as well.
[CUSTOMER][NEUTRAL] OK. I'm right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, thank you. And uh what will be the timely filing to submit a claim?
[AGENT][NEUTRAL] There's no timely filing. Now, this is a secondary policy to her primary insurance, so we will need the primary EOB as well.
[CUSTOMER][NEUTRAL] OK, sure. And uh do you accept claim through fa?
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Yeah, can I get the fax number?
[AGENT][NEUTRAL] Our claims fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And uh I will submit the claim along with the primary AOB through fax. OK for you? OK. When I can follow up on this claim, if I submit the claim and primary EOB?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I would give it 7 to 10 business days once once we receive it.
[CUSTOMER][NEUTRAL] OK. Sure, no problem. And uh may I have your name spelled, please?
[AGENT][POSITIVE] Sure. My name is [PII] First initial of my last name is [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] OK.
[CUSTOMER][POSITIVE] Uh, uh, uh, no, sir. Thanks for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye.