AccountId: 011433970860
ContactId: 94528d32-8148-4e25-9e81-6633b56cc7f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530559 ms
Total Talk Time (AGENT): 125795 ms
Total Talk Time (CUSTOMER): 222158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/94528d32-8148-4e25-9e81-6633b56cc7f5_20250606T19:18_UTC.wav
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[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Broader's office for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number, it's gonna be
[CUSTOMER][NEUTRAL] 141
[CUSTOMER][NEUTRAL] 9042 M as in Mike, L as in love, 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth, [PII].
[AGENT][NEUTRAL] And date of service and be charges?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill amount is $237.
[AGENT][NEUTRAL] Uh, this claim was received on [PII].
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Office visits are not covered on the under the policy.
[CUSTOMER][NEUTRAL] OK. Is it denied?
[AGENT][NEGATIVE] Yes, it's denied as office visit, it's not covered under the policy.
[CUSTOMER][NEUTRAL] OK, just give me 1 2nd.
[CUSTOMER][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] Not covered under?
[AGENT][NEUTRAL] Correct, under the policy.
[CUSTOMER][NEUTRAL] Under the policy, OK, uh.
[CUSTOMER][NEUTRAL] Can you please fax me the UV and can you please provide me the claim number?
[AGENT][NEUTRAL] Claim number is.
[CUSTOMER][NEUTRAL] Is it patient responsibility?
[AGENT][NEUTRAL] We can't determine patient responsibility as a secondary policy.
[AGENT][NEUTRAL] Uh, claim number is 359.
[AGENT][NEUTRAL] 6243.
[CUSTOMER][NEUTRAL] 359-6243, is that right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. Can you please fax me the UV?
[AGENT][NEUTRAL] OK, the fax number?
[CUSTOMER][NEUTRAL] 615.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 7773536
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And the last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, I have one more claim.
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, one moment please.
[CUSTOMER][NEUTRAL] And the policy number is?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 698.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] And the date of service is [PII] and the bill amount is $3,045.
[AGENT][NEUTRAL] Um, I don't show that claim on file.
[CUSTOMER][NEUTRAL] No claim on file or claim on file?
[AGENT][NEUTRAL] No, no claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the same date of service, I have one more thing.
[CUSTOMER][NEUTRAL] And the bill amount is $751.
[AGENT][NEUTRAL] I don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Oh, sure. Uh.
[CUSTOMER][NEUTRAL] The date of service [PII], I have three claims. One is 3 $45.01 is $751 and the last date of service it's $1362 1,362 dollars.
[AGENT][NEUTRAL] Yeah, we don't have any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. Can you please provide me the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801. Is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell it for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK. And the
[AGENT][NEUTRAL] Zip code [PII], the state's the same as the city, [PII]
[CUSTOMER][NEUTRAL] State
[CUSTOMER][NEUTRAL] OK. And the zip code [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So the PO [PII] address is [PII]. Is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh, can I have the, may I know whether the member is active for the data service?
[AGENT][NEUTRAL] Yes, uh policies effective [PII] and active.
[CUSTOMER][NEUTRAL] [PII]. Is that right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] And may I know the timely filing limit to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. No DL to submit the claim.
[CUSTOMER][NEUTRAL] Do you have any fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]. Is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, uh, and attention to?
[AGENT][NEUTRAL] It comes to our claims department.
[CUSTOMER][NEUTRAL] OK. Attention to claims department.
[CUSTOMER][NEUTRAL] Uh, can I have the call reference number for this, [PII]?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Thanks for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah