AccountId: 011433970860
ContactId: c34f215e-d9d9-45b6-bb6e-78719cd9f459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221399 ms
Total Talk Time (AGENT): 59768 ms
Total Talk Time (CUSTOMER): 123317 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c34f215e-d9d9-45b6-bb6e-78719cd9f459_20250430T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of facility to check on the claim status.
[AGENT][POSITIVE] All right, I'm happy to check on the claim status for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So the policy number is 022.
[CUSTOMER][NEUTRAL] 95946 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Member's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] with the total charges of $348 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Please take your time.
[CUSTOMER][NEUTRAL] Could you bring?
[AGENT][NEUTRAL] And just to reconfirm, uh, [PII] was the date of service, yes?
[CUSTOMER][NEUTRAL] Yes. Uh, could you please verify the payer ID?
[AGENT][NEUTRAL] Not showing that we have any claims on file for that date of service.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I know the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To submit claim.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, actually, uh, this is
[CUSTOMER][NEUTRAL] Paid by primary and we have built it on.
[CUSTOMER][NEUTRAL] [PII]. We have bill to payer ID. One moment here.
[CUSTOMER][NEUTRAL] Yeah, we have bill to payer ID PP NPI.
[CUSTOMER][NEUTRAL] You believe that.
[AGENT][NEUTRAL] OK, well, we're the secondary insurance. Our payer ID is 60801.
[CUSTOMER][NEUTRAL] You will be.
[CUSTOMER][NEUTRAL] Secondary is APL.
[AGENT][NEUTRAL] Yes, we're secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh I will bill it to the pay ID which you have provided and could you please tell me your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]. The initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Could you please tell me the call reference number?
[AGENT][NEUTRAL] It is my name with today's date.
[CUSTOMER][NEUTRAL] They must.
[CUSTOMER][POSITIVE] Thank you so much, sir. I hope you have a great day and stay safe.
[AGENT][NEUTRAL] You too. Bye bye.