AccountId: 011433970860
ContactId: a483d16e-bc1d-4dc1-b6ea-23fedad60931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150630 ms
Total Talk Time (AGENT): 57579 ms
Total Talk Time (CUSTOMER): 68926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a483d16e-bc1d-4dc1-b6ea-23fedad60931_20250225T19:55_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from DLP Connema Physician Practices. I have, um, just some general questions regarding timely filing for a provider medical claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] I can
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do not. I only have a general listing of insurance companies that we're working on to fill gaps in our timely filing guidelines in the in the insurance file. Um, I all we have is a name, American Public Life, and um we need to know how like the timely filing to file a primary claim, a secondary claim, you may be a supplemental insurance. I don't know that.
[CUSTOMER][NEUTRAL] And, um, days to file a corrected or replacement claim and if you allow appeals by a provider or does that have to be done by a patient?
[AGENT][NEUTRAL] No, we do allow provider appeals now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with our policies, we're not major medical.
[AGENT][NEGATIVE] And so there's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For original claim or corrected claim.
[AGENT][NEUTRAL] The appeals timely filing is 180 days from the date of denial of a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I thank you for your help. And is there a reference number or anything for our call today?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] And today is the [PII]. OK, thank you very much.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that um timely filing information, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.