AccountId: 011433970860
ContactId: 8ad2b874-9e12-4253-ad5a-e0738e69a9f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233130 ms
Total Talk Time (AGENT): 107084 ms
Total Talk Time (CUSTOMER): 81083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8ad2b874-9e12-4253-ad5a-e0738e69a9f9_20250225T19:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII]. I'm calling from the provider office to check on the general claim status.
[AGENT][NEUTRAL] We really need to check, uh, what will we be checking, I'm sorry.
[CUSTOMER][NEUTRAL] Need to check on general claim status.
[AGENT][NEUTRAL] A claim, OK, um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], spelled like [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number I have here, it's 126.
[CUSTOMER][NEUTRAL] 246 8
[CUSTOMER][NEUTRAL] Letter M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] So the date of service uh [PII] and the total charges are $608 even.
[AGENT][POSITIVE] OK, thank you, one moment please. Got it, thank you, one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, sure, color.
[AGENT][NEUTRAL] OK, [PII] for RC correct?
[CUSTOMER][NEUTRAL] For $608. Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] OK. So what about the claim mailing address?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code, uh-huh, zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII] yes and I've also got a fax number and a pair ID if you'd like.
[CUSTOMER][NEUTRAL] Yes, electronic pay ready.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK. And uh will you accept the fax?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So attention to.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh may I know the patient effective termination date?
[AGENT][NEUTRAL] Yes, one moment, let me get that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So, the effective date was [PII].
[AGENT][NEUTRAL] And it is currently active. Oh well, no, actually it's not. I'm sorry, uh, it terminated [PII].
[CUSTOMER][NEUTRAL] [PII]. So active and data service, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] May I know the timely filing limit to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. And what about the call reference number for that information.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's it for the daycare.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.