AccountId: 011433970860
ContactId: aa44d121-6c68-431a-8789-497c1e4ef5d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146000 ms
Total Talk Time (AGENT): 61518 ms
Total Talk Time (CUSTOMER): 58256 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/aa44d121-6c68-431a-8789-497c1e4ef5d2_20250617T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a physical therapy office. I just had a quick question regarding timely filing for you guys. I was wondering what the latest date would be we would be able to build out a date service.
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, it's [PII] callback number. I'll give you 11 2nd.
[CUSTOMER][NEUTRAL] Let's do [PII].
[AGENT][NEUTRAL] OK, please repeat your name.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I'll do it. It is 024.
[CUSTOMER][NEUTRAL] 94835 ML 8
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII], I, yeah, [PII], yeah.
[AGENT][NEUTRAL] OK. And do you need to verify benefits or check on the status of a claim?
[CUSTOMER][NEUTRAL] Do I have the benefits? I'm, I don't think the plan was built. That's the issue as the secondary, um.
[CUSTOMER][NEUTRAL] And so I was wondering what the latest date would be that we could like what what what's your timely filing from that date of service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and actually under this policy, there's no timely filing limit. Just when you file the claim, make sure that you send the EOB from the primary insurance along with the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] OK, perfect. Sounds good. I will let my billing department know that information. If I could just have your name and a reference number for today, that was all I needed to confirm.
[AGENT][NEUTRAL] OK. So the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was all. Thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank