AccountId: 011433970860
ContactId: c1bacf2c-dc4c-44e0-986c-435781ed2bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350859 ms
Total Talk Time (AGENT): 63392 ms
Total Talk Time (CUSTOMER): 69917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c1bacf2c-dc4c-44e0-986c-435781ed2bc2_20250203T16:07_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I need assistance on the claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what's the insured's policy number?
[CUSTOMER][NEUTRAL] Uh, one second, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm finding the member ID. That's right.
[AGENT][POSITIVE] OK, go ahead and take your time.
[CUSTOMER][NEUTRAL] OK, found it. It's 01659843.
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[AGENT][NEUTRAL] OK, and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Oh yeah, just a second.
[CUSTOMER][NEUTRAL] Date of service, [PII] and the bill amount is $536.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $60.
[AGENT][NEUTRAL] OK, and the name of the facility you're calling for, please?
[CUSTOMER][NEUTRAL] It's Bluewater pain Solution.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back, Miss [PII].
[CUSTOMER][NEUTRAL] Check.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. Uh, looking for claim on data service of [PII]. I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. 1 2nd.
[CUSTOMER][NEUTRAL] So I want to know the payer ID is 60801, right?
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And what is the timely filing limit?
[AGENT][NEUTRAL] There is not one.
[CUSTOMER][NEUTRAL] Uh sorry? There is no?
[AGENT][NEUTRAL] No, we don't have one.
[CUSTOMER][POSITIVE] OK. There's no time filing. Thank you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can you please provide the reference number.
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for your help today.
[AGENT][POSITIVE] You're welcome. You have a good week, Ms. [PII]. Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Same too