AccountId: 011433970860
ContactId: 990195b7-2c84-4302-816e-06cf91bfc792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288309 ms
Total Talk Time (AGENT): 108870 ms
Total Talk Time (CUSTOMER): 82329 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/990195b7-2c84-4302-816e-06cf91bfc792_20250617T15:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling for provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My clinical system.
[AGENT][NEUTRAL] In my clinic.
[CUSTOMER][NEUTRAL] Mayo Clinic, [PII]
[AGENT][NEUTRAL] My, OK, my. OK, thank you. All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] That is 01849106.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Miss [PII], may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge amount is
[CUSTOMER][NEUTRAL] $3,10425.41.
[AGENT][NEUTRAL] OK. So that's [PII]. Let me check.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Claim is not on file.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, we have submitted to the address of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] That is an incorrect address.
[CUSTOMER][NEUTRAL] Sorry, [PII] and.
[CUSTOMER][NEUTRAL] [PII]. And may I know the correct address to submit the claim?
[AGENT][NEUTRAL] Sure. The correct address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment. And could you please provide me the policy effective and termination date and the timely filing limit as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have timely filing limits. The effective date on this policy is [PII], and it is active at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any uh payer ID?
[AGENT][NEUTRAL] OK, this one needs to be either fax or mail because we need the EOB, the primary EOB attached to it, this is a secondary policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a few more claims. Could you please assist with that also, and may I get the call reference number for this one.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will, and by a few more claims how many you have.
[CUSTOMER][NEUTRAL] One moment, I will check. And could you spell out your name for me?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK. One moment, I will check that for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have one more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, may I have the policy number?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.