AccountId: 011433970860
ContactId: 9cbb7006-6fba-4369-8c74-bed17939d391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478089 ms
Total Talk Time (AGENT): 180462 ms
Total Talk Time (CUSTOMER): 139702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9cbb7006-6fba-4369-8c74-bed17939d391_20250603T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the office to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], the color [PII].
[AGENT][NEUTRAL] OK, alright, great, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02515731 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name of the member is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The service is [PII], the total bill amount of $299 even.
[AGENT][NEUTRAL] OK, um, that was [PII]. Did you say for $289?
[CUSTOMER][NEUTRAL] It is $299 299 dollars even.
[AGENT][NEUTRAL] 99. Got it. OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so we have not received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] OK, there is no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can I remit the claim?
[AGENT][NEUTRAL] Yes, um, I can give you we've got a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, what is the payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] OK, what is the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. May I know the eligibility of the patient?
[CUSTOMER][NEUTRAL] What was the effective date and the term date?
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Of course that effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK. May I know is the primary insurance for this number?
[AGENT][NEUTRAL] Um, I don't see who that what their primary is. I I know this is just their secondary medical policy.
[CUSTOMER][NEUTRAL] You are the secondary, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a second. Sala submit the claim with the primaryOB.
[AGENT][NEUTRAL] Yes, we would need that primary EOB.
[CUSTOMER][NEUTRAL] OK. I have one more claim. Could you help me with that?
[AGENT][NEUTRAL] Is this for the same member?
[CUSTOMER][NEUTRAL] No, it was a different number.
[AGENT][NEUTRAL] OK, give me just a moment, I'll let you know when I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I appreciate your patience. OK, you can go ahead and give me that next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, it is 236-62.
[AGENT][NEUTRAL] OK, that's gonna be a bit too short to be one of our policy numbers. Do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] OK, give me a second. Let me check it for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, we don't have the Social Security.
[AGENT][NEUTRAL] OK, the only other way I can search.
[CUSTOMER][NEUTRAL] Give me a second, let me check for the member ID.
[AGENT][NEUTRAL] Um, yes, if you can find that, um, otherwise, uh, if you wouldn't mind spelling out their first and last name, I can also search for them that way.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then did you have this number's date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK perfect thank you for um uh verifying all of that um I do have that correct policy number I can give you whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, what does the member ID.
[AGENT][NEUTRAL] That is 0245.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 65
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then uh what was the date of service for this claim? Oh, I'm sorry, yes, you can read that back.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, could you confirm
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yes, it is 02456536, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] The date of service is [PII], with the total bill amount of $660 even.
[AGENT][NEUTRAL] OK, that was $660?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, uh, what was the, uh, tax ID for this provider [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Uh, that tax ID that was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so we have not received this claim either, [PII].
[CUSTOMER][NEUTRAL] OK, sir. Imit the claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. The same pay ID and the mailing address, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you verify the effective term date for this number?
[AGENT][NEUTRAL] Yes, um, this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK, you are the secondary, right?
[AGENT][NEUTRAL] Yes, this is a secondary medical policy.
[CUSTOMER][NEUTRAL] OK, so I submit the claim with primary be with card member ID.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Could you spell out your name for the accommodation purpose?
[AGENT][NEUTRAL] Sure, it's [PII]. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No. Can I get the conference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK. Thanks, [PII]. Thanks for your assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.