AccountId: 011433970860
ContactId: 8ba3247c-dbf3-4c11-8ba0-685f187c4538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306890 ms
Total Talk Time (AGENT): 101360 ms
Total Talk Time (CUSTOMER): 145178 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/8ba3247c-dbf3-4c11-8ba0-685f187c4538_20250206T15:48_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] Um, hi, my name is [PII] calling for Catalo Community Health to get a claim status.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with claim status this morning. What is a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sure. So the callback number is [PII]. Also, uh, would you be able to help me with your name spelling?
[AGENT][NEUTRAL] Absolutely. It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first initial of my last name is [PII] and kindly the reference number is going to be my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Oh, got it. Thank you.
[AGENT][NEUTRAL] You're very welcome. And what is that policy number please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it is 248-565-1.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, member's first name, that is spelled as [PII] and the last name that is [PII] Date of birth is um [PII].
[AGENT][NEUTRAL] All right, thank you. And what is the date of service?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, yes. So, for the date of service, it is
[CUSTOMER][NEUTRAL] [PII] for the belt amount of $472.96.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the facility name please ma'am?
[CUSTOMER][NEUTRAL] Um, sure, it's Callen Law Community Health.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment.
[CUSTOMER][POSITIVE] Um, no problem, take your time, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] I don't, and, and what was that total bill amount, 400?
[CUSTOMER][NEUTRAL] Um, it is 4.
[CUSTOMER][NEUTRAL] $172.96.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I do not have a claim on file for that amount for 11-1124. Now, I will tell you this policy termed on 113.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2024.
[CUSTOMER][NEUTRAL] Living 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2024. OK. And active from?
[AGENT][NEUTRAL] So she would
[AGENT][NEUTRAL] 415 2024.
[CUSTOMER][NEUTRAL] Got it. OK. And then, um, there is no timely filing limit to resubmit the claim, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And uh what will be the payer ID because I do see we have submitted to the payer ID 42011.
[AGENT][NEUTRAL] Oh that is not our payer ID. The payer ID is 64556.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Got it. And the address will be [PII], right?
[AGENT][NEGATIVE] That is not correct either.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] Our correct mailing address is [PII].
[AGENT][NEUTRAL] For this policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you. Um, so that's it. I have got all the details I need.
[CUSTOMER][NEUTRAL] Um, also maybe doesn't have, um, any other insurance on that, right?
[AGENT][NEUTRAL] Not with APL.
[CUSTOMER][POSITIVE] Got it. OK. That's it. So, uh thank you so much for the assistance, [PII]. I've got all the details I need. Have a good day and stay safe. Bye-bye.
[AGENT][POSITIVE] [PII], it was my pleasure to help you that claim status. I hope you have a lovely day as well. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. Take care. You too. Bye-bye.