AccountId: 011433970860
ContactId: 98227a09-019f-4e76-8fa7-13bf62fa6188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349160 ms
Total Talk Time (AGENT): 74752 ms
Total Talk Time (CUSTOMER): 144301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/98227a09-019f-4e76-8fa7-13bf62fa6188_20250418T14:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah. This is [PII]. I'm calling from the office. I'm looking for a claim status. Could you please help me on that?
[AGENT][NEUTRAL] Yes, I can help you with claim status. And what was your name again?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, [PII] and my last name is [PII]. Could you please spell out your name?
[AGENT][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] You have a good callback number?
[AGENT][NEUTRAL] Rand
[CUSTOMER][NEUTRAL] [PII]. There is no any extension it's direct line.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 00124.
[CUSTOMER][NEUTRAL] 33223
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Sorry, sorry, it is wrong.
[AGENT][NEUTRAL] Oh, OK. What was the number again?
[CUSTOMER][NEUTRAL] Yes, it is 1262468 M as in Mike, [PII] in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's last name is?
[CUSTOMER][NEUTRAL] [PII] and first name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $608 even.
[AGENT][NEUTRAL] Uh, don't show that claim on file.
[CUSTOMER][NEUTRAL] No claim on file, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] terminate. We are, we have already previously 2 times we resubmitted the claim, but why it was not receiving you.
[CUSTOMER][NEUTRAL] 2 times we are resubmitting the claim.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just all I can tell you is that we.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] OK, OK. There is no problem. Wait a minute.
[CUSTOMER][NEUTRAL] Uh, may I know the policy effective date and termination dates?
[AGENT][NEUTRAL] Effective date [PII] and the termination dates [PII].
[CUSTOMER][NEUTRAL] And termination, that is,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK. The
[CUSTOMER][NEUTRAL] Patient is active and of service, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please provide me that uh
[CUSTOMER][NEUTRAL] Mailing address
[AGENT][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, wait a minute, wait a minute, wait a minute, wait a minute, I, I cannot.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please spell out that?
[AGENT][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] City
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. And last is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] State
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OH, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] May I know the uh ZIP code?
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK. And may I know the payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. Am I correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK. May I know the timely filing limit, please?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] OK. Can I resubmit the claim?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Previously, we sent the claim is uh APL PO box.
[CUSTOMER][NEUTRAL] [PII]. This is incorrect mailing address, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK. Can I add this one and send the resubmitted the claim. Thank you for that. Could you please provide me that call reference number?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] Yes. Thank you. Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you for that.