AccountId: 011433970860
ContactId: 894308c5-010e-4d3f-bd67-c7a392bb4823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245419 ms
Total Talk Time (AGENT): 84223 ms
Total Talk Time (CUSTOMER): 171231 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/894308c5-010e-4d3f-bd67-c7a392bb4823_20250514T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02052175. And you doing my name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yeah. [PII].
[CUSTOMER][NEUTRAL] Last name initial?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what was the name and date of birth for this member [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Could you repeat that name? I'm sorry.
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] of
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of services for [PII] bill amount 118.
[AGENT][NEUTRAL] OK, that was [PII] for $118?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Oh when when.
[AGENT][NEUTRAL] OK, I'm not showing that we have received any claims for that date of service for this member, [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yeah you never know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So may I know the effective date of this member?
[AGENT][NEUTRAL] Effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and the pay ID 60 time limit.
[AGENT][NEUTRAL] That is 60801.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, and the call reference.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK, can, yeah, can we move for the next date of service the same patient.
[AGENT][NEUTRAL] Is this for the same member?
[CUSTOMER][NEUTRAL] Yeah, same member.
[AGENT][NEUTRAL] OK, um, what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill on 262.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will tell you I only have two claims on file for this member, [PII], and they're both from [PII]. I'd have no other claims on file for this member.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, only you have only [PII], right? OK. I have the date of service of [PII], bill amount 262, uh, [PII] bill amount 303, uh, [PII], bill amount 177.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, we don't
[AGENT][NEUTRAL] Yes, well, I, I don't have any of those claims on file, just these two from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. And thank you so much for your assistance. Have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] actually.