AccountId: 011433970860
ContactId: a0dd343b-333f-4b9b-9ecb-cd7f0902f787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346760 ms
Total Talk Time (AGENT): 138052 ms
Total Talk Time (CUSTOMER): 133023 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a0dd343b-333f-4b9b-9ecb-cd7f0902f787_20250326T13:55_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] Because
[CUSTOMER][NEUTRAL] Hello uh hello. So I'm [PII] from provider's office. Actually, uh I just have a few questions regarding the claim. Could you please help me out?
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. How do you spell your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 239268. My name, sorry, [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. What's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Florida Cancer Specialist and Research Institute LLC.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient policy number is
[CUSTOMER][NEUTRAL] Uh, it's 1479643 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Can you repeat the first part one more time? I didn't quite catch the first part.
[CUSTOMER][NEUTRAL] Yes. Uh 1479643, M as in Mary.
[CUSTOMER][NEUTRAL] L as in Lima, then 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is 1,231.
[AGENT][NEUTRAL] OK, wait, let me see if I can find this claim for you, and that was [PII] for [PII], is that correct? OK, great. And for future, for future, you can check claim status online through our website at [PII], and that's just optional.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if there's anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, we have not, I don't see a claim for [PII] for this number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Uh, could you please spell out the name first?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] So, uh, what is the effect of the policy?
[AGENT][NEUTRAL] All right, the effective date is going to be
[AGENT][NEUTRAL] [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] And still active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, still accurate. Are you secondary for the patient or the primary?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We are the secondary.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Could you please provide me the address to submit a claim?
[AGENT][NEUTRAL] That is [PII]. Mhm.
[CUSTOMER][NEUTRAL] Just wait, just wait, just wait.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, continue.
[AGENT][NEUTRAL] OK, you, um, so I said [PII], [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] OK, with this one, we need the information or the claims fax or mail because we need the explanation of benefits from the primary insurance attached to it. I can give you the payer ID for your notation, but it needs to be either fax or mail with AOB attached, OK? So the payer ID is 0801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0801, right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh could you please provide me the time frame to submit the claim?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] No DSL, OK.
[CUSTOMER][NEUTRAL] OK, then, uh,
[CUSTOMER][NEUTRAL] Just 1 2nd, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. OK. Thank you. That's probably will call reference.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][POSITIVE] Yes, sure. Thank you and have a very wonderful day.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day. Bye-bye, Mr.
[CUSTOMER][NEUTRAL] Bye. Bye.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.