AccountId: 011433970860
ContactId: b2933ea3-81d4-4909-99f5-d0236f8af9d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321760 ms
Total Talk Time (AGENT): 85503 ms
Total Talk Time (CUSTOMER): 127158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b2933ea3-81d4-4909-99f5-d0236f8af9d9_20250429T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. Can I get the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Great, my name is [PII] I was calling today to check to see if you have a claim on file for a patient.
[AGENT][NEUTRAL] Alright, [PII], happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02270277ML8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, just one second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, patient's first name is [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bail them out.
[CUSTOMER][NEUTRAL] For $783.
[AGENT][NEUTRAL] Do you by chance see have a different amount after primary?
[CUSTOMER][NEUTRAL] Mm, let me see.
[CUSTOMER][NEUTRAL] Mm let me look.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We sent the secondary claim with the primary you'll be.
[CUSTOMER][NEUTRAL] But I don't know what this we're expecting on the secondary. Let me look one more system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] HT 3.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] $300 we're looking for.
[CUSTOMER][NEUTRAL] So I paid 356.
[CUSTOMER][NEUTRAL] And then the $300 for secondary patient responsibility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like it's a copay, $300 copay.
[CUSTOMER][NEUTRAL] From the crash shoe.
[AGENT][NEUTRAL] OK, I don't see anything on file for that amount. It looks like we, there was a different claim, but it's not that amount, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is it for Boca?
[AGENT][NEUTRAL] Uh, no, it's for, uh, radiology, MBB radiology, so it doesn't look like we have anything.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So how would we be able to get the claim to you with the primary EOB?
[AGENT][NEUTRAL] Uh, claims can be submitted either via fax, mail, or we have a payer ID. I can give you whichever you need.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] I need the address and then fax number we can get it faxed over to you so the address PO box is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's in [PII].
[AGENT][NEUTRAL] And the zip code is gonna be [PII]?
[CUSTOMER][NEUTRAL] All right. And then the fax number?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII], excuse me, 9423.
[CUSTOMER][NEUTRAL] What is your timely filing limit to get this claim?
[AGENT][POSITIVE] No timely filing limit, so you guys can still submit it, no issue.
[CUSTOMER][NEUTRAL] And then the fax number [PII], correct?
[AGENT][POSITIVE] Yes, ma'am. Uh-huh, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, do you have a reference number for me for today's call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. So [PII], T like [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you very much you have a good day all right?
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.