AccountId: 011433970860
ContactId: b2f0be39-6304-4106-8ee7-86a0becc4999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327100 ms
Total Talk Time (AGENT): 109120 ms
Total Talk Time (CUSTOMER): 110752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b2f0be39-6304-4106-8ee7-86a0becc4999_20250113T21:25_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] Hi, so I'm calling in regards to a claim.
[CUSTOMER][NEGATIVE] That we have not received payment for and according to the notes that I have here on the patient's file, the claim was actually faxed.
[AGENT][NEUTRAL] OK, so you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] That is 136.
[CUSTOMER][NEUTRAL] 9387 M for Mary, L for Larry, number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII]. The bill amount was $5,937.64.
[AGENT][NEUTRAL] No, it's [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If there's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't have a claim for that amount.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I see she says here she faxed it over on [PII] at [PII]
[AGENT][NEUTRAL] What fax number was it sent to?
[CUSTOMER][NEUTRAL] She didn't put her, uh, the fax number here in her notes.
[AGENT][NEGATIVE] Yeah, we have not received that thing.
[CUSTOMER][NEUTRAL] OK, is there a fax number that I can go ahead and or an email that I can send it to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can fax it. We don't take claims by email. Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you guys take any electronic claims or just by fax?
[AGENT][NEUTRAL] Uh, we do take electronic, but this particular policy is one of our secondary supplemental plan, and it needs to have the attachment of the EOB from the primary insurance. I'm not sure if you're gonna be able to send it, um, electronically like that, but we do have a payer ID if you need it.
[CUSTOMER][NEUTRAL] Let me see if I have the correct one here. I do have payer ID U as in umbrella 0801.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, the payer ID is
[CUSTOMER][NEUTRAL] What is the claims address? What would be the actual claims address for this? Mhm.
[AGENT][NEUTRAL] The address
[AGENT][NEUTRAL] OK. The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Maybe that's why let me see.
[CUSTOMER][NEUTRAL] So I can have my.
[CUSTOMER][NEUTRAL] Payment posting department.
[CUSTOMER][NEUTRAL] Try to go ahead and send over.
[CUSTOMER][NEUTRAL] The um EOB from the primary.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and that fax was [PII]?
[AGENT][NEUTRAL] 18773659423
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else I can help you? Mhm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, no, just a reference number, please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Um do you need a spelling or?
[AGENT][NEUTRAL] Any other information?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you. And to see.
[CUSTOMER][POSITIVE] OK, thank you so much and enjoy the rest of your week.
[AGENT][POSITIVE] You as well. Thank you for calling APR. Have a great weekend or week. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] No.