AccountId: 011433970860
ContactId: b4d8c37e-e066-4c86-b2b5-1e501ce56834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326859 ms
Total Talk Time (AGENT): 104605 ms
Total Talk Time (CUSTOMER): 138381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b4d8c37e-e066-4c86-b2b5-1e501ce56834_20250313T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII]. I'm calling from the provider's office to check our patient claim.
[AGENT][NEUTRAL] Sure, I can check in a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, sure. Uh, you can call us at
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Oh, the enrollee ID number, it is beginning with the letter A for Alpha 6,008,762,100.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], um, did you maybe have their social like a.
[CUSTOMER][NEUTRAL] Oh no, my mistake. Sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, sorry, uh, the correct policy number is 02509836.
[AGENT][POSITIVE] OK, yeah, that's definitely one of ours thank you one moment.
[CUSTOMER][NEUTRAL] Sure, uh, there's a primary one I just missed it somehow.
[AGENT][NEUTRAL] Oh, that's OK. OK, and then, uh, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, the insured.
[CUSTOMER][NEUTRAL] Um, well, I'm not sure if it is the member or the dependent, but the patient is [PII].
[AGENT][NEUTRAL] Um, whoever we're, whoever the claim is for, yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Welcome
[CUSTOMER][NEUTRAL] Uh, you guys are the secondary. The date of service is [PII]. Bill amount is $2100 even.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] [PII], I'm sorry, was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] Uh, well, no, this is the total bill amount. Actually, the, um, primary insurance has processed this as a deductible for $139.45.
[AGENT][NEUTRAL] 139 and 45 cents. OK, thank you.
[CUSTOMER][NEUTRAL] Welcome
[AGENT][NEUTRAL] OK, I am not showing that we received that claim, [PII].
[CUSTOMER][NEUTRAL] OK, not an issue. Let me verify one thing then.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so this claim, I think we have sent it electronic and then let me verify one thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] those.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, no, actually, uh, the payer ID I have is 60801. Is it the correct pay ID?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've also got a uh mailing address and a fax number if you'd like those.
[CUSTOMER][NEUTRAL] Sure, yes. What is the uh mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So, [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] I was thinking that one digit is missing. OK, what is the fax number?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 877365-9423.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, and what is the filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, great
[CUSTOMER][NEUTRAL] Then I think it is the end of the inquiry. What is the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK. Uh, no, that's all. Thank you so much. Take care of your health.
[AGENT][POSITIVE] Of course thanks [PII] if you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.