AccountId: 011433970860
ContactId: ae6b538b-c071-48f5-83b0-bb7777ee2340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450059 ms
Total Talk Time (AGENT): 153653 ms
Total Talk Time (CUSTOMER): 186171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ae6b538b-c071-48f5-83b0-bb7777ee2340_20250625T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Actually, I want to know about the claim status, so could you please help me with this?
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and could you please spell your name so it will be easier for me to address you correctly?
[AGENT][NEUTRAL] Mm, sure. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. So, how are you doing today, by the way?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm also doing good. Thank you for asking.
[AGENT][NEUTRAL] Mm. You're welcome. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, it is.
[CUSTOMER][NEUTRAL] 02584203.
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Florida pain physicians.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] Sure, patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charge amount is $1,544 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that was for [PII]. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't have that claim on file. Let me check and see if there's anything pending. No, there's nothing pending.
[AGENT][NEUTRAL] No, we have not received that claim as of today.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] So, I'm really so sorry, but actually, your voice is breaking too much, so I didn't hear the last few words.
[CUSTOMER][NEUTRAL] Could you please come again?
[AGENT][NEUTRAL] OK, um, we have not received the claim as of today.
[CUSTOMER][NEUTRAL] Actually, the claim was submitted through paper submission.
[CUSTOMER][NEUTRAL] And I can provide you the date of submission as well, which is [PII].
[AGENT][NEUTRAL] We have not received that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please check once in your clearing house?
[AGENT][NEGATIVE] I have checked the history. There's nothing on their history. There's nothing on um pending. Nothing processed for that day.
[CUSTOMER][NEUTRAL] OK, sure. Could you please correct, um, provide me the mailing address?
[AGENT][NEUTRAL] Sure. The address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, could you please repeat after [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Could you please allow me a couple of seconds to cross-check it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm. And what's the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] And could, uh, could you please provide me the PID as well?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The what? I'm sorry?
[CUSTOMER][NEUTRAL] Pay ID.
[AGENT][NEUTRAL] Payer ID, OK, this one needs to be sent by fax or mail because we need the primary EOB attached to it. I can provide you the payer ID only for your records. Is that OK?
[CUSTOMER][NEUTRAL] OK, sure then. And could you please confirm me the timely filing to submit claim?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] No timely firing limit.
[AGENT][NEUTRAL] No, no time they finding limits.
[CUSTOMER][NEUTRAL] And one more thing actually, so, we have a different mailing address.
[CUSTOMER][NEUTRAL] And it is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Is it correct or incorrect?
[AGENT][NEGATIVE] That's incorrect. That's a really old address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And even we have a different fax number as well. Uh, it is [PII], but you provided me fax number which is [PII].
[AGENT][NEUTRAL] That is the same fax number.
[CUSTOMER][NEUTRAL] Could you please repeat your
[CUSTOMER][NEUTRAL] Could you please provide me your fax number one more time?
[AGENT][NEUTRAL] 18773659423
[CUSTOMER][NEUTRAL] OK. Just give me a couple of seconds just to document it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Yeah, yeah, I think
[CUSTOMER][NEUTRAL] OK, sure. So the claim is not on file.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And could you please provide me the policy effective date for this member?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Policy effective date is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Could you please go ahead with the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mister [PII].
[CUSTOMER][NEUTRAL] Uh, OK, sure. Your first name only can I use and date of, uh, today's date?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Sure. Thank you so much, then.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a great day ahead.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Oh