AccountId: 011433970860
ContactId: ba9c2f31-071d-443e-9e7d-3ef62c216ad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330179 ms
Total Talk Time (AGENT): 100808 ms
Total Talk Time (CUSTOMER): 121283 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ba9c2f31-071d-443e-9e7d-3ef62c216ad3_20250418T12:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], yes, my name is [PII] The initial to my last name is [PII] and I'm calling in reference to eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um, let me get back to it.
[CUSTOMER][NEUTRAL] 02510727
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you for that information, [PII].
[AGENT][POSITIVE] I have the information for you. I'm showing that her policy became effective.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], uh, the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK, um, let me see, uh, I'm not completely sure if we sent this claim to the right place, um.
[AGENT][NEUTRAL] What's your, what's your date of service?
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] With a total billed amount of 66 $1.59.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said 7 1724?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show that we've received the claim.
[CUSTOMER][NEUTRAL] OK, so it must have been sent to the incorrect place. um, can you provide me with claim submission information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, when was it submitted?
[CUSTOMER][NEUTRAL] Um, let me go to that page. Just give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 108 of 24, um, it was sent electronically and then the address that we have is [PII].
[AGENT][NEUTRAL] OK, yeah, that's not our address. Um, our, our mailing address, or do you want the payer ID or fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, all of it. Can you provide me with all of it.
[AGENT][NEUTRAL] OK. OK, so the mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 2,489,500.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The fax number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9429423.
[AGENT][NEUTRAL] And make that to the attention of claims.
[AGENT][NEUTRAL] And the payer ID number is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801. OK, thank you so much. What is your um timely file limit for claim claims?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK, while I have you on the phone, what is your timely file limit for um correct the claims?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, so no timely filing limit for anything, even a bills?
[AGENT][NEUTRAL] Yeah, there is in a timely for an appeal is 180 days from the date of denial.
[CUSTOMER][NEUTRAL] 18 days.
[CUSTOMER][NEUTRAL] OK, thank you so much. Um, I mean, while I have you on the phone, can you provide me with the address for bills or fax number?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the same information.
[AGENT][NEUTRAL] It would just need to be made to the attention of appeals.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] To be reviewed.
[CUSTOMER][POSITIVE] OK. Thank you so much. Um, I just
[CUSTOMER][NEUTRAL] Can you provide me with the call reference number? You're a.
[AGENT][NEUTRAL] It's gonna be my name in today's date, [PII].
[AGENT][NEUTRAL] Oh NYA first initial last name is [PII], did you have any other questions?
[CUSTOMER][POSITIVE] That'll be all. Thank you. Have a great day.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] No.