AccountId: 011433970860
ContactId: bbfae9b0-49b3-462d-ab81-0834dabe5186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358799 ms
Total Talk Time (AGENT): 96320 ms
Total Talk Time (CUSTOMER): 124641 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/bbfae9b0-49b3-462d-ab81-0834dabe5186_20250516T21:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider service to check on the claim status.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02446528.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total bill amount is
[CUSTOMER][NEUTRAL] $140977.76.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And you said the date of service was [PII], is that correct?
[CUSTOMER][NEUTRAL] To the
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Uh I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] OK, well, uh, we need to submit the claim in the primary EOB and if you like I can give you our fax number.
[CUSTOMER][NEUTRAL] OK. We need to, oh.
[CUSTOMER][NEGATIVE] What I can't understand what you said.
[AGENT][NEUTRAL] I said it we not received the claim, so you can fax it to our office, the claim and the primary EOB.
[CUSTOMER][NEUTRAL] They need to resolve the claim, right? There is no claim, right?
[CUSTOMER][NEUTRAL] No, I'll resolve the claim again.
[AGENT][NEUTRAL] That's what I'm saying. You can remit the claim, you can mail it or you can fax it.
[CUSTOMER][NEUTRAL] Is it OK for you?
[CUSTOMER][NEUTRAL] Yeah. May I get the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Uh, for this assumption, I want some information. Just a moment.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] For remission, I want some information. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I get the patient effective date?
[AGENT][NEUTRAL] Sure. Uh, effective date [PII], policy is active.
[CUSTOMER][NEUTRAL] Thank you. May I get the patient plan type?
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][NEUTRAL] And uh may I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and it's
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Sure. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, just a moment. I have another claims. Is that OK for you?
[AGENT][NEUTRAL] For the same patient or a different patient?
[CUSTOMER][NEUTRAL] Different version.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] May I get the timely filing limit for this to resubmit the claim?
[AGENT][NEGATIVE] Uh, we don't have a time, we don't have a timely filing.
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] Yes, sir. I'm going to close this claim. May I get the call from for this claim?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Just a moment.
[CUSTOMER][NEUTRAL] I'm pulling the down another account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK. Unfortunately, all claims has been.
[CUSTOMER][POSITIVE] Closed so I can able to uh. OK, OK. Thank you, thank you for your valuable assistance. Have a great day. Bye-bye, take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah.