AccountId: 011433970860
ContactId: 8ce8ce3e-7a1b-426e-b7c3-bd44f3c4323a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290450 ms
Total Talk Time (AGENT): 114743 ms
Total Talk Time (CUSTOMER): 106261 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8ce8ce3e-7a1b-426e-b7c3-bd44f3c4323a_20250529T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello hello [PII]. This is [PII] calling from provider's office checking on claim status and the last name is [PII].
[AGENT][NEUTRAL] OK, I'm so sorry. What was your first name?
[CUSTOMER][NEUTRAL] Oh for sure. First name would be [PII] and the last name is, [PII].
[AGENT][NEUTRAL] Thank you. And [PII], um, you're needing claim status. Is that correct?
[CUSTOMER][NEUTRAL] No, and that's.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] For sure, callback number would be [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on?
[CUSTOMER][MIXED] Thank you so much for that concern, but I have only one claim for the day.
[AGENT][NEUTRAL] OK, yes, I can help you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Quite sure, my policy number would be 02595302 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] No problem for that.
[AGENT][NEUTRAL] And [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] For sure, and the patient's last name as [PII]
[CUSTOMER][NEUTRAL] [PII], and the first name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth would be [PII].
[AGENT][NEUTRAL] Thank you and the date of service and total bill amount?
[CUSTOMER][POSITIVE] Thank you so much for that. And the date of service would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And ready for the total charges.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] That would be $2,862 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so for this member that there are, we do not have a claim on file for her for this data service or or build amount no claim on file.
[CUSTOMER][POSITIVE] No problem for that.
[CUSTOMER][POSITIVE] No problem for that. Just I'll check further.
[AGENT][NEUTRAL] Now, because this is a
[AGENT][NEUTRAL] Yes, because this is a supplemental policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] To her primary insurance, [PII], when the claim is submitted to us for review, you must also send us a copy of her primary insurance company's explanation of benefits along with the claim.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you so much for that information. Can you please confirm the fax number?
[AGENT][NEUTRAL] And then once
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] To submit the EOB with the claim?
[AGENT][NEUTRAL] The fax number is [PII]. Attention claims.
[AGENT][NEUTRAL] And then once we have received and processed the claim, [PII], we do have a portal in which you all should be able to check claim status in by going to [PII].
[CUSTOMER][POSITIVE] Thank you so much for that information. And the patient's primary insurance as EHC, is it right?
[AGENT][NEUTRAL] According to our records, we do show that UnitedHealthcare is the primary insurance.
[CUSTOMER][POSITIVE] Thank you so much for that confirmation. And can I get the time the filing limit to submit the PrimeOB?
[AGENT][NEUTRAL] There is no timeline filing limit?
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] [PII], first initial [PII] name [PII], and my name and today's date will be your call reference number.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII]. You have a great day. Bye for now. Stay safe.
[AGENT][POSITIVE] Uh, yes, I hope you have a nice day too, and thank you again, [PII], for calling APL.