AccountId: 011433970860
ContactId: 9e588299-d645-485a-a3fc-66b59bebf4bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201139 ms
Total Talk Time (AGENT): 103676 ms
Total Talk Time (CUSTOMER): 61637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9e588299-d645-485a-a3fc-66b59bebf4bd_20250103T16:10_UTC.wav
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[AGENT][NEUTRAL] Contacting APL is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Hope I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, before that, can you please provide your name? I didn't get that.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. Uh, so, the policy ID is 1411867.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] I, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, and I'm sorry, could you tell me her date of birth just one more time? I, I appreciate it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Great, thank you. And what date of service are we looking for for uh individual?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII].
[AGENT][NEUTRAL] Thank you. Is there a particular bill amount that I should look for?
[CUSTOMER][NEUTRAL] It's $7,323.63.
[AGENT][POSITIVE] I appreciate that. Thank you. Your claim number is 7, excuse me, your claim number is 35.
[AGENT][NEUTRAL] 27854. We received that claim on [PII]. Uh we processed it on [PII]. We're looking, because we're the secondary insurance, we need the explanation of benefits from their primary insurance in order to process the claim. Uh, so that is what we are pending the claim for. It's not denied, it's suspended.
[AGENT][NEUTRAL] With that explanation of benefits which was not uh with the original paperwork. So if that could be sent in to us then we can, mhm.
[CUSTOMER][NEUTRAL] OK. Can you
[CUSTOMER][NEUTRAL] Can you please verify whether you have received the primary UB from our end like we have submitted it.
[AGENT][NEUTRAL] OK, so you're saying you've already submitted it. Let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't have it yet, um.
[AGENT][NEUTRAL] We, we don't have anything pending for this.
[CUSTOMER][NEUTRAL] Can you please provide?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Then can you please provide me the mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um, can you, can you please provide me the timely filing limit?
[AGENT][NEUTRAL] Uh, there is no timely filing limit. You can submit that to us at any time.
[CUSTOMER][NEUTRAL] And can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Uh yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Hope, thank you for contacting APL. Have a very good day.