AccountId: 011433970860
ContactId: a2f2ff40-69d8-4434-8462-a759ff56c74b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291579 ms
Total Talk Time (AGENT): 94304 ms
Total Talk Time (CUSTOMER): 109290 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a2f2ff40-69d8-4434-8462-a759ff56c74b_20250624T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from the doctor's office. I'm looking for the status of the claim.
[AGENT][NEUTRAL] OK, I can check in a claim for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] OK. Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yeah. 018.
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 322.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], date of birth?
[AGENT][NEUTRAL] OK thank you and then what was that date of service please?
[CUSTOMER][NEUTRAL] Uh, it's a [PII] data service, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, uh, what was that bill amount, please?
[CUSTOMER][NEUTRAL] 4,778 even.
[AGENT][NEUTRAL] OK, and again that was [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I am not showing that we've received a claim for that date of service for this member.
[CUSTOMER][NEUTRAL] OK. Can you tell me was this member active on the data service or not?
[AGENT][NEUTRAL] Yes, uh, this policy's effective date was [PII], and that termination date was [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So active date was [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Were you the patient's primary insurance or secondary insurance?
[AGENT][NEUTRAL] This is their secondary medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but we submitted the claim on [PII], and the address which you submitted the claim is [PII]. Payer ID 60801. Is it correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct, yes, however, I'm not showing that we've received any of that information.
[CUSTOMER][NEUTRAL] Oh right and uh how do you accept the claims? Like, do you accept through email or?
[AGENT][NEUTRAL] Um, not through email. I, we have the mailing address, payer ID, and then I've also got a fax number.
[CUSTOMER][NEUTRAL] Can I get the fax number?
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Attention to whom?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK. And you want the HCA form and the primary UV, right?
[AGENT][NEUTRAL] Yes, we would need that for EOB.
[CUSTOMER][NEUTRAL] OK. Timely filing cost or not? The timely filing.
[AGENT][NEGATIVE] Uh, there, there is no timely filing limit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat it again?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][NEUTRAL] OK, so I'll submit you the claim, uh.
[CUSTOMER][POSITIVE] Thank you so much and uh could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I'm sorry, is it [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date. My last initial is A as in alpha.
[CUSTOMER][POSITIVE] Got it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.