AccountId: 011433970860
ContactId: 8b40cc63-8956-46ba-8238-8af2911427fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279940 ms
Total Talk Time (AGENT): 90264 ms
Total Talk Time (CUSTOMER): 108763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8b40cc63-8956-46ba-8238-8af2911427fa_20250610T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, hi, this is [PII] calling from provider's office. I would like to check the patient's claim status.
[AGENT][POSITIVE] OK, I can help you with that. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, I didn't understand. It was spell it one more time please.
[CUSTOMER][NEUTRAL] That is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That is so.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, which is [PII]. The extension is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is going to be A 02435030.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is gonna be, that's Lord [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] Is the [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing claim status?
[CUSTOMER][POSITIVE] That's right, yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Which is a [PII] with the charge amount of $413 even.
[AGENT][NEUTRAL] OK, what was the date of service again?
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII] 2125.
[CUSTOMER][NEUTRAL] Hey hi this is.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually for this one we submitted a claim on [PII] to the mailing address, uh, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, actually we submitted a claim to the mailing address on [PII]. Can you please check actually, is there any claims received on [PII]?
[AGENT][NEUTRAL] We do not have any, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At the mailing address, right, right, for this one.
[AGENT][POSITIVE] It is correct.
[CUSTOMER][NEUTRAL] And uh, so other than the mailing address, do you have any other options to send the claim is like fax numbers or payer ID?
[AGENT][NEUTRAL] You can fax it or you can send it electronically. The payer ID is 60801.
[AGENT][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and while sending, is there any attention for the department?
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] What is the timely calling limit for remitting a claim?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] And uh so can I have the patient's policy effective today?
[AGENT][NEUTRAL] OK. Hold on one moment. I can tell you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get the patient's plan names.
[AGENT][NEUTRAL] Midlink
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK then, so that's it for you. And can I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK then
[CUSTOMER][POSITIVE] Yeah, that's it for today and thanks for asking me. Have a good day. bye bye.
[AGENT][POSITIVE] Thank thank you [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye