AccountId: 011433970860
ContactId: b77ff88f-07f3-4b6e-9aa5-750e000d8526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285290 ms
Total Talk Time (AGENT): 73164 ms
Total Talk Time (CUSTOMER): 103502 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b77ff88f-07f3-4b6e-9aa5-750e000d8526_20250506T13:59_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider's office, checking for the claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sure. The callback number is 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure. The policy number is 02435030.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] dark man
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] OK, you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] That is [PII] and the bill amount $570 even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I have a claim for that date of service, but it's for $250 is.
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] But you said the total amount was what?
[CUSTOMER][NEUTRAL] 570.
[AGENT][NEUTRAL] 70.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is the procedure code is 93306?
[AGENT][NEUTRAL] Um, no, it's not that code, so it looks like we don't have it on file. Can you get that resubmitted?
[CUSTOMER][NEUTRAL] Sure, uh, may I know the patient eligibility, the effective on term date?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And the policy is currently active, no term date.
[CUSTOMER][NEUTRAL] And the timely filing limit to submit claim.
[AGENT][NEUTRAL] Uh, there's no timely filing limit. You can submit at any time.
[CUSTOMER][NEUTRAL] OK, and can I have the mailing address to [PII]?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there is any fax number to submit claim or electronic pay ID?
[AGENT][NEUTRAL] Uh payer ID is 60801.
[AGENT][NEUTRAL] And fax number is [PII].
[CUSTOMER][NEUTRAL] OK. Got it. Thank you. And I need to check whether uh a provider is in network with the American Public Life Insurance Company.
[AGENT][NEUTRAL] Um, we don't have a network. There's not a network applicable.
[CUSTOMER][NEGATIVE] It's not, I, I'm sorry, I couldn't get that.
[AGENT][NEUTRAL] There's no network.
[CUSTOMER][NEUTRAL] So, uh, it doesn't need to be uh in network to submit claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and the reference number?
[AGENT][NEUTRAL] It's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for this information.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][POSITIVE] Have a good day too. Bye bye.