AccountId: 011433970860
ContactId: 976af72a-8609-4cb7-80d1-553e7d0dff38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545099 ms
Total Talk Time (AGENT): 183341 ms
Total Talk Time (CUSTOMER): 133134 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/976af72a-8609-4cb7-80d1-553e7d0dff38_20250326T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] and I'm calling from the provider's office looking to claims.
[AGENT][POSITIVE] Alright, it would be my pleasure to assist you. Can you spell your name for documentation?
[CUSTOMER][NEUTRAL] Yes, spelled as [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the big callback number?
[CUSTOMER][NEUTRAL] Callback number is.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, uh, [PII] and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 022-03902.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] business name is uh [PII] and the birth date is [PII].
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that claim status for [PII]. Do you happen to have a claim number or date of service?
[CUSTOMER][NEUTRAL] Date of service for this patient is 5-16-24 with the amount of $315 even.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And [PII], I was checking for a data service 5-16-2024, and I do not have a claim on file for that data service.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so one time I to some of the things.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] What is the electronic pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the meeting address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, do you have any fax number for uh the claim to be submitted?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely you can fax that directly to our claims department at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much. What's the reference number for this patient and, and we can move for the next.
[AGENT][NEUTRAL] A call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] And your last name initial is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Let me give you the next patient ID number and let me know whenever you're, you're ready for it.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 31147.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s name is [PII] and the birthday is [PII].
[AGENT][POSITIVE] Thank you, and date of service?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the amount is $290 even.
[AGENT][NEUTRAL] All right, so bear with me just one moment, [PII], the policy number that you gave me.
[AGENT][NEUTRAL] It was not an active policy, um, it
[AGENT][NEUTRAL] Was it effective date [PII] and turned on 11-123. So let me check on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For that data service.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did find a policy that is active for that data service. Can I give you the correct policy information?
[CUSTOMER][NEUTRAL] Um, but, uh, can you please check on the claim first before giving me the policy information if, uh, if you have received the claim.
[AGENT][NEUTRAL] I don't have a claim on file for either policy.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] The policy number you gave me is not the correct policy number.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] The policy number is 164.
[AGENT][NEUTRAL] 844 5.
[CUSTOMER][NEUTRAL] It is 1648445. And it's that from?
[AGENT][NEUTRAL] Effective [PII] and current.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Let me give you my patient's ID number.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is uh [PII] and the birth date is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, claims for this policy are handled by a third party administrator, Web TPA.
[AGENT][NEUTRAL] And I can give you that contact information.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And the contact number for the nurse?
[AGENT][NEUTRAL] Contact number for web TPA is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment, please.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Yeah, I'm sending my patient's ID number. One moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the ID number is 019.
[CUSTOMER][NEUTRAL] 893-889.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] Bay's name is [PII] and the birth date is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] Date of service is [PII] and the amount is $193 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said
[AGENT][NEUTRAL] 42424.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] I have no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. You have wait for some late.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you with that claim status today, and you're sure there's nothing else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, there we go.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day as well. Take care.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye-bye.