AccountId: 011433970860
ContactId: 908cd2b6-f8e0-489a-bce3-850c16718a63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453769 ms
Total Talk Time (AGENT): 92163 ms
Total Talk Time (CUSTOMER): 119020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/908cd2b6-f8e0-489a-bce3-850c16718a63_20250523T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pros office checking on claim status.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 60801.
[AGENT][NEUTRAL] Um, that's our payer ID number. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have policy number the same.
[AGENT][NEUTRAL] OK. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Can I give you the question?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh last name?
[CUSTOMER][NEUTRAL] Yes. Last name would be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] I'm sorry, what was the first name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth would be on [PII].
[AGENT][NEUTRAL] of service and bill charges.
[CUSTOMER][NEUTRAL] The services would be on.
[CUSTOMER][NEUTRAL] [PII] for the total charge amount of $481 even.
[AGENT][NEUTRAL] I don't show that claim on file. Um, can I give you the policy number so you can resubmit it with that?
[CUSTOMER][NEUTRAL] Yeah, just one moment.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Go ahead with the policy number?
[AGENT][NEUTRAL] Policy number is 242-8159.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Can I have the policy effective dates?
[AGENT][NEUTRAL] And [PII] policies active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is the TFL to submit a claim?
[AGENT][NEUTRAL] And you can submit a claim any time. There's no timely filing.
[CUSTOMER][NEUTRAL] No time is fine. OK.
[CUSTOMER][NEUTRAL] Uh, verify the mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct. OK.
[CUSTOMER][NEUTRAL] There is no rejections from the parent, right?
[AGENT][NEUTRAL] Um, we, we don't have a claim on file, no.
[CUSTOMER][NEUTRAL] OK. Can I have the call reference number for this patient? I do have another one.
[AGENT][NEUTRAL] Uh, it's my name and today's date.
[CUSTOMER][NEUTRAL] OK, spell out your name.
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And the next policy?
[CUSTOMER][NEUTRAL] Next policy number would be.
[CUSTOMER][NEUTRAL] 1404
[CUSTOMER][NEUTRAL] 086 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] The services would be on.
[CUSTOMER][NEUTRAL] [PII] for $444 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the bill charges were 444, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have a claim on file for that dollar amount.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] We have submitted the claim through paper.
[CUSTOMER][NEUTRAL] So, you don't have any rejections also?
[AGENT][NEUTRAL] I, I don't have a claim on file for that dollar amount you gave me.
[CUSTOMER][NEUTRAL] OK. Member effective dates.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And then let me give you the correct policy number, the one you have is incorrect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead with the policy number.
[AGENT][NEUTRAL] 1797906.
[CUSTOMER][NEUTRAL] 1797906.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling. Thank you for calling APL. You too. Bye-bye.