AccountId: 011433970860
ContactId: c36f60c4-b3c9-4696-91f3-bd2eda95f6c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193080 ms
Total Talk Time (AGENT): 65927 ms
Total Talk Time (CUSTOMER): 92393 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c36f60c4-b3c9-4696-91f3-bd2eda95f6c7_20250520T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. This is [PII] calling from Advent Health looking up on the claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. And before we proceed, so I checked this through portal, so I came to know your required primary will be. I just need the appeal address to which the primary will be need to be submitted. But that also policy number is required.
[AGENT][NEUTRAL] Oh, no, I can give you the mailing address. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, to this address only, we need to submit the primary OBM, right?
[AGENT][NEUTRAL] Mhm. You can submit it via mail, fax, or electronically.
[CUSTOMER][NEUTRAL] OK. And also I want to know uh what was the timely filing limit to submit the primary will be.
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK. And what was the uh uh for the general uh uh notes, uh, what was the uh uh character claim or claim, claim mailing address? Is that the same?
[AGENT][NEUTRAL] Yes, so that would be for claims. If you're mailing an appeal, you would just do attention appeal.
[CUSTOMER][NEUTRAL] OK, got it. And also, uh, may I know the payer ID as well?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Got it. And what was the timely filing limit to submit the uh claims?
[AGENT][NEUTRAL] There's no timely filing limit for a claim. An appeal must be filed within 180 days of the decision.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, thank you, thank you for assisting me with this one. So just to confirm it again, no TFL to submit uh uh to submit claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh may I know, can you spell your name for the documentation purposes?
[CUSTOMER][NEUTRAL] To find
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK. May I have the call reference number?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][NEUTRAL] OK. And may I also have the fax number to submit an appeal or a claim?
[AGENT][NEUTRAL] It's the same address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You're asking for the address to submit an appeal?
[CUSTOMER][NEUTRAL] No, I'm asking for a fax ID.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got it. Thank you, [PII]. Thank you for assisting me with this one. Have a great day and bye-bye.
[AGENT][NEUTRAL] Bye bye.