AccountId: 011433970860
ContactId: 8e796720-8a54-494c-9948-4963b9d54f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228940 ms
Total Talk Time (AGENT): 96601 ms
Total Talk Time (CUSTOMER): 92560 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8e796720-8a54-494c-9948-4963b9d54f27_20250108T13:43_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] Hey, hi, [PII]. My name is [PII] and I'm calling from provider's office to check a claim status.
[AGENT][POSITIVE] OK, well I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one?
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII]. It's a direct line. Uh, sure, and the member ID is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] So that's our payer ID. Do you have the the member's ID card there with you?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] On the card, do you see anywhere that says in hospital or outpatient policy certificate number?
[CUSTOMER][NEUTRAL] Uh yes, I got it. Uh, yeah, I could see the number. Uh, yeah.
[CUSTOMER][NEUTRAL] The outpatient benefit card number is 02331548 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. My first name is [PII]. Uh, first name is [PII], and the last name is [PII]. And uh let me spell the last name. It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], may I have the date of service for the claim you'd like me to look for?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of services uh [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $139 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, uh, let me submit the claim to submit the claim, can I get the claim mailing address and the timely filing limit?
[AGENT][NEUTRAL] Sure, so there's no timely filing limit as long as the policy is active, um, you can file the claim at any time. This policy has been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So there is no timely following limit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can I get the payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] OK. Is there any fax number to submit and claim?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK, got it. Uh, thank you. Uh, that's it from my end. Uh, can I get the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII], [PII].
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Thank you so much. Have a great day. Bye.
[AGENT][POSITIVE] Thank you, [PII]. You also thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.