AccountId: 011433970860
ContactId: 94e42eef-22c7-4259-b20f-8524d05bd918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431179 ms
Total Talk Time (AGENT): 97730 ms
Total Talk Time (CUSTOMER): 151510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/94e42eef-22c7-4259-b20f-8524d05bd918_20250417T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] calling from provider's office to check on the claim status. Could you please send?
[AGENT][NEUTRAL] Yes, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII]. And uh could you please spell out your name?
[AGENT][NEUTRAL] It's [PII], it's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, one moment, please.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Team member ID is.
[CUSTOMER][NEUTRAL] 935174.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's last name is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. And the patient's last name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] Yeah, date of services, uh, [PII].
[CUSTOMER][NEUTRAL] And the amount is 4800.
[CUSTOMER][NEUTRAL] $9.10.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] OK, um, looks like the policy number you gave me is a really old policy. Let me see, uh, look at the more current policy.
[AGENT][NEUTRAL] So if it's on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm sorry, what was that data service again one more time?
[CUSTOMER][NEUTRAL] Yeah, the data services.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, I don't have that claim on file, but let me give you the correct policy number.
[AGENT][NEUTRAL] For you to file it.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] OK, just one moment, uh, yeah.
[AGENT][NEUTRAL] That's 249-763-2.
[CUSTOMER][NEUTRAL] OK. The current policy number is 249-7632, right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when is the patient effect on termination date?
[AGENT][NEUTRAL] Uh, the policy is currently active. There's no term date.
[CUSTOMER][NEUTRAL] OK, is this active for data services?
[AGENT][NEUTRAL] Yes, so active [PII].
[CUSTOMER][NEUTRAL] Yeah, um, could you please check, uh, it's it active for the date of service, um, [PII].
[AGENT][NEUTRAL] Yeah, I don't I don't have the claim on file. I'm not showing it.
[CUSTOMER][NEUTRAL] Oh, yeah, I just need to verify patient is eligible for date of service or not. That's why I'm asking.
[AGENT][NEUTRAL] Yes, the effective date is [PII], that's in January, and then you're asking about December, so yes, the patient is effective on that date.
[CUSTOMER][POSITIVE] OK. Thank you for the clarifications.
[CUSTOMER][NEUTRAL] OK, man.
[CUSTOMER][NEUTRAL] Pay ID
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Thank you for that. And may I know the mailing address to submit the claim?
[AGENT][NEUTRAL] The mailing address to submit claims is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Just one moment, uh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You say the, there's uh [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I mean the
[CUSTOMER][NEUTRAL] Call reference number and, and before that, may know the time the filing limit to submit the client?
[AGENT][NEUTRAL] And there's no timely filing limits. You can file anytime, and then call reference number is just my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, you said that there's no time limit to submit the claim, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for assisting me. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too.