AccountId: 011433970860
ContactId: a9022a31-6c87-4959-b407-0fb2a45b9e33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330529 ms
Total Talk Time (AGENT): 110809 ms
Total Talk Time (CUSTOMER): 113389 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a9022a31-6c87-4959-b407-0fb2a45b9e33_20250203T15:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling on behalf of provider's office for claim status.
[AGENT][NEUTRAL] OK, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yeah, may I know your name?
[AGENT][NEUTRAL] OK, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] My name is [PII], first initial of my last name is [PII], and you said you're checking a claim status, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 01884031 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient name is uh.
[CUSTOMER][NEUTRAL] [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and now can you provide the date of service um on the claim that you're checking on?
[CUSTOMER][NEUTRAL] The date of service is uh [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] $66.43.
[AGENT][NEUTRAL] 66.43.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That number is 219.
[AGENT][NEUTRAL] 6790.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the procedure code on the claim?
[CUSTOMER][NEUTRAL] 88305.
[AGENT][NEUTRAL] OK. I do not, do not show that we've received that claim uh for this patient for that, for [PII].
[CUSTOMER][NEUTRAL] So the claim is uh not on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so may I know the correct claim mailing address?
[AGENT][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. State is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, could you please tell me once again the zip code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right? [PII], right?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the timely filing limit?
[AGENT][NEGATIVE] There's no timely filing to submit a claim.
[CUSTOMER][NEUTRAL] OK. And uh may I know the
[CUSTOMER][NEUTRAL] Claim mailing address. Sorry, may I know the effective date of the policy?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And did you need anything else so I can go ahead and look up that information?
[CUSTOMER][NEUTRAL] No, just this basic information. Yeah.
[AGENT][NEUTRAL] OK, one moment. OK. OK.
[AGENT][NEUTRAL] And as I look for that, you can also check your status online at [PII]. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The policy effective date?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] This policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. But the patient was active for the data of service, right?
[AGENT][NEUTRAL] Yeah, if your date of service is prior to that date, yes.
[CUSTOMER][NEUTRAL] Mhm. And uh
[CUSTOMER][NEUTRAL] OK. Just a 2nd May I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you and may I know the call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] Your name is [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for assisting me today. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Nick. Have a good day.
[CUSTOMER][POSITIVE] Thank you.