AccountId: 011433970860
ContactId: c00dd0a4-f940-48f3-9242-0a91931c6d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381440 ms
Total Talk Time (AGENT): 136813 ms
Total Talk Time (CUSTOMER): 112494 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/c00dd0a4-f940-48f3-9242-0a91931c6d31_20250218T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][POSITIVE] Good morning, [PII]. It would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yeah, [PII]. And could you please spell your good name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] My pleasure, [PII]. What is the policy number for the patient or if you have a claim number, I can pull it up by claim number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the claim number should be 28,047,583,960.
[AGENT][NEUTRAL] that is not an APL policy number?
[AGENT][NEUTRAL] Our claim number that has too many numbers.
[CUSTOMER][NEUTRAL] The claim number.
[AGENT][NEUTRAL] That's too many numbers for the APL claim number.
[CUSTOMER][NEUTRAL] OK, one second. So, uh, so there is a confusion. OK. Can I mention the policy number?
[AGENT][NEUTRAL] Yes, what's its policy number, please?
[CUSTOMER][NEUTRAL] Yeah, 02334237.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] The official and last name is?
[CUSTOMER][NEUTRAL] [PII], and the first name should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her date of birth should be [PII].
[AGENT][NEUTRAL] Alright thank you and what is the data service please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The date of service is [PII]. And the bill amount is
[CUSTOMER][NEUTRAL] $6,307.52.
[AGENT][NEUTRAL] And I get that data service 826-24?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. I am checking.
[AGENT][NEUTRAL] [PII]'s policy, I do not have a claim on file for 826-24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that can be faxed to our claims department with the primary EOB.
[CUSTOMER][NEUTRAL] OK. So, could you please confirm the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yes, OK. So the pay ID should be 608012.
[AGENT][POSITIVE] Yes, so that's correct.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing to resubmit the claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please spell it?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Excuse me. [PII].
[AGENT][NEUTRAL] And then the word [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The state is [PII], spelled the same way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And [PII], there's also option to fax that to us, to our claims department. We will need the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much and
[CUSTOMER][NEUTRAL] Could you please mention the reference number?
[AGENT][NEUTRAL] Reference number is my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] It's been my pleasure.
[CUSTOMER][POSITIVE] I listen, thank you so much for that.
[AGENT][POSITIVE] My pleasure to assist you with that claim status. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have another number also. Could you please help me on this?
[AGENT][POSITIVE] It would be my pleasure. Just one moment.
[AGENT][NEUTRAL] I'm ready for that policy number.
[CUSTOMER][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] Yeah, the policy number should be 00228796.
[AGENT][NEGATIVE] That's gonna be too short.
[AGENT][NEUTRAL] You said 00228796?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Do you have the APL ID