AccountId: 011433970860
ContactId: 96927dd4-a8b8-4074-84f2-de99c744b311
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315510 ms
Total Talk Time (AGENT): 89356 ms
Total Talk Time (CUSTOMER): 112452 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/2025/04/09/96927dd4-a8b8-4074-84f2-de99c744b311_20250409T16:04_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 Ariya Healthcare on a recorded line to check any claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is
[CUSTOMER][NEUTRAL] 01939347.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is spelled as [PII], and last name is spelled as [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then date of service?
[CUSTOMER][NEUTRAL] Date of service, [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] The amount is $1630.50.
[AGENT][NEUTRAL] $1,615.50.
[CUSTOMER][NEUTRAL] No, it's 1630.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Dollar 50 cents.
[AGENT][POSITIVE] Thank you so much. One moment.
[AGENT][NEUTRAL] And date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] So you need to resubmit?
[AGENT][NEUTRAL] It would need to be resubmitted, yes.
[CUSTOMER][NEUTRAL] OK. I can check for the same number, date of service is [PII], please.
[AGENT][NEUTRAL] [PII]. I'm not showing any claims on file for that date.
[CUSTOMER][NEUTRAL] OK. But uh for your information, we have resubmitted the claim on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] They have already resubmitted.
[AGENT][NEUTRAL] How is it submitted via fax, electronically, mail?
[CUSTOMER][NEUTRAL] We have to be submitted the claim through.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] PNC to PNC we have this major.
[AGENT][NEUTRAL] Was it sent in the mail? Was it faxed? How was it sent?
[CUSTOMER][NEUTRAL] Uh, through electronically, we have resubmitted.
[AGENT][NEUTRAL] What payer ID do you have?
[CUSTOMER][NEUTRAL] The payer ID 42011.
[AGENT][NEUTRAL] That's not our payer ID.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] You want me to resubmit again?
[AGENT][NEUTRAL] Yes, because that's not the correct payer ID. Would you like the correct one?
[CUSTOMER][NEUTRAL] OK. This is American Republic Life Insurance payer only, right?
[AGENT][NEUTRAL] No, this is American public life, not republic, public.
[CUSTOMER][NEUTRAL] OK. May I know, can you have uh American Republic?
[CUSTOMER][NEUTRAL] Contact number, please?
[AGENT][NEUTRAL] I don't have that number. I apologize.
[CUSTOMER][NEUTRAL] So, we need to call American Republic only, right?
[AGENT][NEUTRAL] If that's the member's insurance, yes, we're American Public Life APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. But I have uh your number, this number only, that's the reason I have called on this number.
[AGENT][NEUTRAL] OK, so our payer ID is 60801.
[AGENT][NEUTRAL] So it needs to be resubmitted with the correct electronic payer ID of 60801.
[CUSTOMER][POSITIVE] OK, thank you.