AccountId: 011433970860
ContactId: be58d26a-74ea-48f8-be42-cfad3282c2cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1005159 ms
Total Talk Time (AGENT): 176601 ms
Total Talk Time (CUSTOMER): 287594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/be58d26a-74ea-48f8-be42-cfad3282c2cf_20250501T14:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office regarding your claim status. And I'm sorry, can you repeat your name? I missed that.
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII] [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] Thank you for this one.
[AGENT][NEUTRAL] You're welcome. And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Sure. I'm calling from Acumen Women's Coral Spring.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. The member's ID number, it is 02123551.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, Member's name, it is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what is the last name? Can you spell the last name?
[CUSTOMER][NEUTRAL] Yeah, the, the number's last name, it is [PII]
[AGENT][NEUTRAL] OK, thank you. All right, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah. The date of service is [PII]. And the total bill amount is $1,485 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can find this claim and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we do not have that claim on file.
[AGENT][NEUTRAL] It's so.
[CUSTOMER][NEUTRAL] Oh, OK. And can you help me with the
[CUSTOMER][NEUTRAL] Payer ID?
[AGENT][NEUTRAL] OK, this claim needs to be either faxed or mail, because this is one of our secondary supplemental plan to the major medical, we need the primary EOB attached to it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. OK. So can you help me with the mailing address, as I'm checking in my system. Is it [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] No, that's an incorrect address.
[CUSTOMER][NEUTRAL] Oh, OK, can you help me with the correct mailing address?
[AGENT][NEUTRAL] The correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And can you help me with the fax number?
[AGENT][NEUTRAL] Sure. The fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And for claims that will be attention to?
[AGENT][NEUTRAL] Claims Department.
[CUSTOMER][POSITIVE] OK, thank you so much for this one, and can you help me with the timely filing limit to submit the claim?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][POSITIVE] OK. Thank you so much for this one. So, can you help me with the reference number for this number? I have 2 more numbers.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. OK, I need to make a note on each one before I move forward to the next one. Do you mind holding for me? I'm just gonna make a quick note, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, no problem. Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. What's the next policy number?
[CUSTOMER][NEUTRAL] Sure. Next member's ID number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] Sorry, it is 0264526.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well talk about it
[AGENT][NEUTRAL] Yeah I think I'm missing a digit. Can you repeat that one more time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 452
[CUSTOMER][NEUTRAL] 6 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It's still missing a digit. I'm missing a digit.
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Something.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yup, just give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I remember
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][POSITIVE] Yeah thank you.
[CUSTOMER][NEUTRAL] 023172.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To you.
[CUSTOMER][NEUTRAL] I got insured.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yeah. As for the member's ID card.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? Yeah. The number is 0.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] 25. 0 yeah, OK. That digit is missing. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][POSITIVE] OK perfect we were missing that 5. OK, let me put that 5 for you.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, Member's name, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah. The the service for this one is [PII]. Total bill amount is $1950 even $50.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, the claim is not on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, for this claim also, we have to send it.
[CUSTOMER][NEUTRAL] What actual mailing address, correct?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][POSITIVE] Sure. Thank you so much for this one. And I have one last number. Can you help me with that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me make a note on this one moment.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] OK, what's the next policy?
[CUSTOMER][POSITIVE] Thank you this one.
[CUSTOMER][NEUTRAL] The last numbers.
[CUSTOMER][NEUTRAL] ID number, it is.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, the member's ID number, it is 019.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 368.
[CUSTOMER][NEUTRAL] 23 ML 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Member's name, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service for this one is [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is $6830 even $30.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] authentic.
[AGENT][NEUTRAL] OK, like we have let me check.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] We don't have that claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for this one then. Thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, this is my last number. Thank you so much for your help. Have a great day.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.