AccountId: 011433970860
ContactId: a3e420c5-1d5b-484f-b6da-418b314f40c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195970 ms
Total Talk Time (AGENT): 79384 ms
Total Talk Time (CUSTOMER): 72349 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a3e420c5-1d5b-484f-b6da-418b314f40c9_20250409T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on claim status.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02255705 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] for date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII], bill charges of $190.96.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry, you did say [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we have received any uh claims for that date of service for this member.
[CUSTOMER][NEUTRAL] OK, so you haven't received any claim in the month of [PII]?
[AGENT][NEUTRAL] OK, I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I don't have any claims for that date of service either.
[CUSTOMER][NEUTRAL] Oh no, no, I'm not uh uh talking about the data service. Like we had the Medicare had uh forwarded the claim to you on that day. Yeah, yeah. So you have.
[AGENT][NEUTRAL] Oh, receive date, you mean?
[AGENT][POSITIVE] Oh, I see. I'm so sorry I'm completely misunderstood. um, no, I don't have any claims at all that we've received for that date of service.
[CUSTOMER][NEUTRAL] OK. So do you have any active details like when is the policy active from for this patient?
[AGENT][NEUTRAL] Of course, absolutely, so the effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] And this is, this uh insurance is acting as secondary, right, for this patient?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the time the filing limit to submit claims?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Thank you. And the call reference for this patient, please.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last [PII] Oh, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Correct, uh, and then my last initial is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for assisting. That's all for today. Have a great one. Bye bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.