AccountId: 011433970860
ContactId: a9593032-ab12-47b7-b16d-d9ee16f34a8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219880 ms
Total Talk Time (AGENT): 95150 ms
Total Talk Time (CUSTOMER): 97429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a9593032-ab12-47b7-b16d-d9ee16f34a8a_20250219T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and my last name is [PII], and we're just seeing, uh, assistance regarding a member claim, please, uh, just for the general status or claim number.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Oh yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yup. Uh, what we have here is 024460.
[CUSTOMER][NEUTRAL] 24, M for Mary, L for Lima, and then 88, sorry.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the uh patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with claim status for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] Day of service in question is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Now I'm checking claim status for December 9, 2024 for [PII] and we do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] No, that's, uh, all right. Um, can you please verify the um payer ID that, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh I think we have submitted this, um.
[CUSTOMER][NEUTRAL] Uh what they hold this via mail, but by any chance they have a, uh, payer ID and then can you please verify as well your mailing address?
[AGENT][POSITIVE] Yes ma'am, I would be happy to provide that for you. Our payer ID is 60801.
[AGENT][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And also you can fax that claim with the primary EOB directly to our claims department and I can provide that fax number if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much and what would be the timely filing for um secondary claims or claims in general?
[AGENT][NEGATIVE] Mhm there's no timely filing.
[CUSTOMER][POSITIVE] Oh awesome thank you so much for that one. I guess that will be all then we're just going to resubmit the claim. Thank you so much by any chance do you have a reference number for the call, please?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII]. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that will be all, and you have covered it. Appreciate your help, [PII], and hope you have a great day.
[AGENT][POSITIVE] It's been my pleasure, [PII]. Thank you for calling EPO and you have a great day as well. Take care.
[CUSTOMER][NEUTRAL] Bye for now. You too.
[AGENT][NEUTRAL] Bye-bye.