AccountId: 011433970860
ContactId: bce5acef-ceca-4de0-9968-bc827cf329a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232740 ms
Total Talk Time (AGENT): 103578 ms
Total Talk Time (CUSTOMER): 83397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/bce5acef-ceca-4de0-9968-bc827cf329a3_20250206T19:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office. I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, I'm having.
[CUSTOMER][NEUTRAL] Yeah, it's on 1,477,500. M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII] and the last name [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, you do service on [PII] and the bill amount is $1,358 and even.
[AGENT][NEUTRAL] OK, that was [PII] for $1,358.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Sure. Can I just spell your name?
[AGENT][NEUTRAL] Oh sure, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. Your last initial first name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course. OK, so that amount, the $1,358 is that before or after major medical paid?
[CUSTOMER][NEUTRAL] Mm, I'm not sure. It's a Prime isn't paid and when later the claim, uh, wait for a secondary.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It does not look like that we received this kindly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK see that there is no claim on file. Can you just tell me the patient effective date?
[AGENT][NEUTRAL] Yes, it is, uh, effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What is the time refunding limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Can you just spell it out?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the state is [PII].
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm. The zip code?
[AGENT][NEUTRAL] And then the zip code, yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what is your call reference number for today's call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII], last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, nothing more than that, ma'am. Thank you so much. Bye-bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.