AccountId: 011433970860
ContactId: c68d0558-5ef9-40b1-8031-ae3f074f8188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259200 ms
Total Talk Time (AGENT): 98593 ms
Total Talk Time (CUSTOMER): 162418 ms
Interruptions: 7
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c68d0558-5ef9-40b1-8031-ae3f074f8188_20250206T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Hi, my name is [PII] calling from MUSC physicians to check on a claim status.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure. That is [PII]. That's a direct line?
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have and that is just a moment.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02010654.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] And what was the name and date of birth for the insured? Sure. Uh, the name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Thank you for verifying that [PII]. And what was the date? Uh, the data service is [PII], uh, for $1,371 even.
[AGENT][NEUTRAL] OK, and was that 1,371, was that uh the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] OK, and with that 1,371, was that uh the amount before or after major medical pays?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Before, uh, actually, this is the total charges and leftover balance is $65.46.
[AGENT][NEUTRAL] 65. OK, thank you. One moment please.
[CUSTOMER][POSITIVE] OK thank you one moment please. Please take your time.
[AGENT][NEUTRAL] OK, I'm sorry, [PII], what was the name of the provider's office you were with?
[CUSTOMER][NEUTRAL] OK, I'm sorry, [PII], what was the name of the provider's office with? Uh, that is Medical University of South Carolina, MUSC.
[AGENT][NEUTRAL] OK, do you happen to have that tax ID?
[CUSTOMER][NEUTRAL] OK, do you happen to have that tax ID?
[CUSTOMER][NEUTRAL] Uh, yes, I do have, uh, just a quick moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The tax ID is 50, that is [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK one moment OK.
[AGENT][NEUTRAL] OK, it does not look like we've received this claim monitor.
[CUSTOMER][NEUTRAL] OK, it does not look like we've received this. Oh, just no claim on file.
[AGENT][NEUTRAL] No, um, I have a couple of claims for that date of service but not for that amount or from this provider.
[CUSTOMER][NEUTRAL] No, um, I have a couple of clients that date of service but not for that amount or from this provider. OK, thank you so much. Uh, so may I know the patient's policy effective the termination date?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, uh, the effective date was [PII].
[CUSTOMER][NEUTRAL] Uh, the effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Thank you. What is the payer ID number?
[AGENT][NEUTRAL] Their ID is 60801.
[CUSTOMER][NEUTRAL] 01. Thank you. What is the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Thank you. And could you please repeat your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] [PII]. Thank you. And also, could you please uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, let me know the mailing address.
[AGENT][NEUTRAL] Absolutely and we've also got a fax number if you'd like um our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Not as in [PII]? OK. Mhm.
[AGENT][NEUTRAL] Uh, zip code is [PII].
[CUSTOMER][POSITIVE] Uh zip code is [PII]. Thank you so much, [PII]. And what is the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Thank you [PII] and the call reference number please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK, that's all for this claim, [PII]. Thank you so much for your assistance. Have a great day and take care. Bye bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.