AccountId: 011433970860
ContactId: c30b40a0-3a12-4536-ba60-1684bf4c267b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202740 ms
Total Talk Time (AGENT): 62401 ms
Total Talk Time (CUSTOMER): 63806 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c30b40a0-3a12-4536-ba60-1684bf4c267b_20250609T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from private's office to check on our claim status. Can you please help me with that?
[AGENT][NEUTRAL] Hey [PII], happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is, it's 02265945.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] It's it's [PII] for the bill amount $375 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And they were.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for your patience on that. So it looks like, [PII], we did receive a claim for the state of service. Claim was received on [PII]. Claim was denied [PII]. We need the explanation of benefits from the primary insurance.
[AGENT][NEUTRAL] Did you need any other information on the claim?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] 358-523-3.
[CUSTOMER][NEUTRAL] 358
[AGENT][NEUTRAL] 5233.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] Let me check whether I have, uh, OK. Can you please provide me the payer correct claim payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can I get the timely filing limit to submit the claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Got it. Can I get the call reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], that's [PII] and then last initial is [PII].
[CUSTOMER][POSITIVE] Got it, [PII]. Thank you so much for assisting. Have a great day. Take care. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye