AccountId: 011433970860
ContactId: b74de48c-d1d0-468c-82ca-945f75144050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157039 ms
Total Talk Time (AGENT): 69994 ms
Total Talk Time (CUSTOMER): 56204 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b74de48c-d1d0-468c-82ca-945f75144050_20250429T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]. My [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Excuse me, 02511139.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the data service for the claim.
[CUSTOMER][NEUTRAL] Services [PII]. The bill amount is 554.
[AGENT][NEUTRAL] Thank you for that information. OK, so I'm showing that we received the claim claim was not because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] We need the EOB for insurance.
[CUSTOMER][NEUTRAL] Yeah, [PII], where should I send it?
[AGENT][NEUTRAL] Um, did you want the fax number, the payer ID, or the mailing address?
[CUSTOMER][NEUTRAL] Fax number and mailing address.
[AGENT][NEUTRAL] Uh, fax is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I have another question, um, [PII], what's the timely filing for the original claim?
[AGENT][NEGATIVE] There's no timely found.
[CUSTOMER][NEUTRAL] How about correct the claim?
[AGENT][NEUTRAL] There is no timely filing for any claims.
[CUSTOMER][NEUTRAL] Oh, OK. How about the pills?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEGATIVE] None for nothing.
[AGENT][NEUTRAL] It's written in their policy but we don't honor it. We, we don't, we don't enforce it, OK? So you can, as long as they had coverage on the data service we will process the claim and pay it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Did I ask for a reference number already?
[AGENT][NEUTRAL] No reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mhm. Bye bye.