AccountId: 011433970860
ContactId: 954ac915-919a-4918-9c3e-5a7d34859a02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263519 ms
Total Talk Time (AGENT): 75476 ms
Total Talk Time (CUSTOMER): 96832 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/954ac915-919a-4918-9c3e-5a7d34859a02_20250624T15:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider's office to check on the claim status.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes. Uh, my name is [PII].
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] And the callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] What is the policy number of the member that you're calling to check the status of a claim for today?
[CUSTOMER][NEUTRAL] Uh, policy number is 02576527.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Uh, patient's name was [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And what is your bill amount?
[CUSTOMER][NEUTRAL] $750 and even.
[AGENT][NEUTRAL] Do you have procedure code?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] A procedure code, a CPT code.
[CUSTOMER][NEUTRAL] Sorry, I didn't understand the question.
[AGENT][NEUTRAL] Do you have a procedure code for that claim?
[CUSTOMER][NEUTRAL] Yes, actually we're working for anesthesia.
[CUSTOMER][NEUTRAL] So we have anesthesia code.
[AGENT][NEUTRAL] What is the code?
[CUSTOMER][NEUTRAL] Which is 000400.
[AGENT][NEUTRAL] For the date of service [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] For the bill amount of.
[CUSTOMER][NEUTRAL] $750 and even.
[AGENT][NEUTRAL] I'm not showing a claim on file for the member for the date of service with for anesthesia charge.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] There's no claim on file. OK.
[AGENT][NEUTRAL] Yes, could you verify where you submitted the claim to?
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] So we submitted to electronic.
[AGENT][NEUTRAL] And what is the payer ID?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] is 72091.
[CUSTOMER][NEUTRAL] 77
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Let me verify that for you, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The payer ID is 64556.
[CUSTOMER][NEUTRAL] Mhm. OK. So, what is the timely filing limit for this?
[AGENT][NEGATIVE] There is no timely filing.
[AGENT][NEUTRAL] The payer ID again is 64556.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] So, can I have the caller reference number for this time?
[AGENT][NEUTRAL] We don't provide those. However, you can feel free to use my name and today's date as a reference. It's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, A as in Alpha, and today's date is a reference.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. Thank you, [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Oh, that's all for today. Thank you for assisting me. Have a great day.
[AGENT][POSITIVE] Thanks for calling and have a great day. Goodbye.