AccountId: 011433970860
ContactId: 9d28b4fa-8e5c-4e9a-a895-7d8b826dd722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196139 ms
Total Talk Time (AGENT): 67728 ms
Total Talk Time (CUSTOMER): 71510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9d28b4fa-8e5c-4e9a-a895-7d8b826dd722_20250317T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Premium high Center. I have a question regarding claim.
[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] Definitely, the policy number is 01887390 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII].
[CUSTOMER][NEUTRAL] Yeah [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the data service?
[CUSTOMER][NEUTRAL] It's for [PII] for $399.20.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] How we can submit a claim, uh, if I can submit a claim to fax, will you be able to check right away?
[AGENT][NEUTRAL] Yeah, so it can be submitted either electronically via fax or in the mail. I can give you that information if you need it.
[CUSTOMER][NEUTRAL] Uh, can you help me how we can submit to electronic?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, oh, I'm, I'm sorry, [PII].
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] It's gonna be 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. And what is the time if I can limit to submit a claim?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient is active for a data service, right?
[AGENT][NEUTRAL] Correct, yes, it looks like the policy effective date is [PII]. Patients still active.
[CUSTOMER][NEUTRAL] OK, uh, because we have submitted through the same pay ID which is 60801.
[CUSTOMER][NEUTRAL] It didn't work out well I guess let me.
[CUSTOMER][NEUTRAL] Uh, send it through faxing.
[AGENT][POSITIVE] OK, sounds good, is there.
[CUSTOMER][NEUTRAL] Along with the primary.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][POSITIVE] Perfect. Can I have your
[CUSTOMER][NEUTRAL] Reference number for a call please.
[AGENT][NEUTRAL] A call reference would be my name with my last initials and today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII], for your help. You have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm