AccountId: 011433970860
ContactId: b3281e92-d391-412d-9106-b3044f4ddf38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207860 ms
Total Talk Time (AGENT): 44886 ms
Total Talk Time (CUSTOMER): 115097 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b3281e92-d391-412d-9106-b3044f4ddf38_20250624T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to check on the current status. And may I know your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, can I get a good callback number, [PII], and I can help you with claim status.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII].
[AGENT][NEGATIVE] Oh I, I couldn't hear. There's a lot of scuffling. What was the number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Uh, policy number is 02440625.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's full name [PII], date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And data service and bill charges.
[CUSTOMER][NEUTRAL] Date of services for [PII]. Bill month 120.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I don't have a claim for date of service [PII].
[CUSTOMER][NEUTRAL] Oh, OK. The claim needs to be submitted to electronically or?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, you can file electronically. The payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, and the time is find limit.
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and may I know the LTP date of this number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Eligibility date.
[AGENT][NEUTRAL] Uh, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and the call reference for this number.
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, you can for the next date also for December.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Next date of patient.
[AGENT][NEUTRAL] OK, what was the date of service?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, [PII] bill amount 386.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Fill them out with 382.
[CUSTOMER][NEUTRAL] 384.
[AGENT][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have that build them out on sale.
[CUSTOMER][POSITIVE] OK. And thank you so much for assisting [PII]. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.