AccountId: 011433970860
ContactId: ab842bf1-37c3-4334-b0a4-eae6e90ffa6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310200 ms
Total Talk Time (AGENT): 107481 ms
Total Talk Time (CUSTOMER): 101775 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ab842bf1-37c3-4334-b0a4-eae6e90ffa6b_20250620T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, can you hear me?
[AGENT][NEUTRAL] Yes, ma'am. I can hear you.
[CUSTOMER][NEUTRAL] Great. So I'm calling from provider's office. My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Last name initial is [PII] and I also I do have a claim and I just want to know the status of that. So is it possible to check it with you?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh, the callback number [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] ID number starts with 025.
[CUSTOMER][NEUTRAL] 81675.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And the name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Sure, just put it down.
[CUSTOMER][NEUTRAL] OK. It's uh [PII] 10-2025.
[CUSTOMER][NEUTRAL] The bill amount is $482.
[AGENT][NEUTRAL] OK, and you said that the bill charges um date of service [PII]?
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Actually it's submitted through I think electronically but I don't have the details.
[CUSTOMER][NEUTRAL] Um, if you don't mind, can I get the
[CUSTOMER][NEUTRAL] Mailing address
[AGENT][NEUTRAL] Um, yes, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready now.
[AGENT][NEUTRAL] OK. Um, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you repeat it, uh, can you repeat the ZIP code?
[AGENT][NEUTRAL] Yes, it's 7
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you have any other ways to send the claim like fax?
[AGENT][NEUTRAL] Um, yes, the fax number is.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 877-365
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK. So the fax number [PII], right?
[AGENT][NEUTRAL] Right. And we also have a peer ID.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. And then do you have the uh effective date of the member's policy?
[AGENT][NEUTRAL] Um, yes, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, and are you the secondary insurance for this end?
[AGENT][NEUTRAL] We're secondary insurance, yes.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][POSITIVE] OK, thank you. And then,
[CUSTOMER][NEUTRAL] Uh, what is it? Um.
[CUSTOMER][POSITIVE] Timely fine.
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][POSITIVE] Thank you so much. May I know your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um, it's spelled [PII] Last initial is [PII] like [PII], and my name and today's date is your reference number. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, no, A. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.