AccountId: 011433970860
ContactId: 890d2bfb-1d53-4ce2-ba70-ad7c4624d7dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259230 ms
Total Talk Time (AGENT): 107624 ms
Total Talk Time (CUSTOMER): 154491 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/890d2bfb-1d53-4ce2-ba70-ad7c4624d7dc_20250210T16:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 02458509.
[CUSTOMER][NEUTRAL] Only
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth, please?
[CUSTOMER][POSITIVE] Yeah, sorry for that I need.
[CUSTOMER][NEUTRAL] Only
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is $1,683 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And what is the facility name please, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Caerleon New River Valley Medical Center
[AGENT][NEUTRAL] And this is for the facility charges?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I am checking her claims history for that facility charge for [PII] and [PII], I don't have the facility claim on file.
[CUSTOMER][NEUTRAL] You need to submit it.
[CUSTOMER][NEUTRAL] Ah, for [PII] for the bill amount of $1,683 you don't have a claim.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, OK, got it, thank you.
[CUSTOMER][NEUTRAL] And could you please help me with the policy effective and term date?
[AGENT][NEUTRAL] The effective date is [PII] with no term date on a file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm still active, right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Now you
[CUSTOMER][NEUTRAL] OK, and could you please help me with the claim? Yeah, go ahead.
[AGENT][NEUTRAL] I'm sorry, I was gonna say you can fax that claim with the primary EOB directly to our claims department.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the timely filing limit.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, just for my documentation, could you please help me with the claim mailing address as well?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 24, and again, we will need that primary EOB included as well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One of the
[CUSTOMER][NEUTRAL] OK, just a moment. I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, got it. Thank you so much. And could you please help me with the uh claim mailing I'm sorry, could you please give me the call reference number for today's conversation.
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] In [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. I really appreciate your help. Take care. Bye-bye.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. You have a lovely day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.