AccountId: 011433970860
ContactId: a2ef846b-7bdb-46bd-98c6-17a086fa3f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299010 ms
Total Talk Time (AGENT): 66528 ms
Total Talk Time (CUSTOMER): 86038 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a2ef846b-7bdb-46bd-98c6-17a086fa3f03_20250618T19:00_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]. My name is [PII]. I'm calling from the provider office regarding claim status.
[AGENT][NEUTRAL] I can help you with claim status. [PII] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII] and that is a direct line, no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02505743 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You said 02505743?
[CUSTOMER][NEUTRAL] Yes. 43, uh, after that, uh M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the patient's date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, the patient's date of birth is [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Mm, yes, I have the date of service. It is [PII] and the charge amount was $9,408.60.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] Oh, OK. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I'm not showing any claims on file.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK, can you provide me the payer ID if you have?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And what is the mailing address for this bill to submit the claim?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what will be the timely final limit to submit the claim?
[AGENT][NEGATIVE] But we don't have timely filing limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for the information and for the assistance. Have a wonderful day. Can you provide me the call reference number if you had?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.