AccountId: 011433970860
ContactId: c7799c35-17c2-45a3-9bf7-1a417e8138b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339399 ms
Total Talk Time (AGENT): 117776 ms
Total Talk Time (CUSTOMER): 130444 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c7799c35-17c2-45a3-9bf7-1a417e8138b5_20250109T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Apria Healthcare on a recorded line to check our claim status, ma'am.
[AGENT][POSITIVE] It would be my pleasure, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is spelled as [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][POSITIVE] Thank you [PII], and what is a good call back number?
[CUSTOMER][NEUTRAL] Uh, the good callback number is [PII].
[CUSTOMER][NEUTRAL] I'm so sorry. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and Botham, what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, the policy number for the patient I'm looking for is 021.
[CUSTOMER][NEUTRAL] 803
[CUSTOMER][NEUTRAL] 20
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. And the date of birth is [PII], ma'am.
[AGENT][NEUTRAL] Thank you and the um you said you were needing claim status for [PII] for the patient, correct? All right, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have the claim number or date of service?
[CUSTOMER][POSITIVE] Uh, no problem.
[CUSTOMER][NEUTRAL] I do have the date of service. It is [PII].
[CUSTOMER][NEUTRAL] With the claim bill amount of $874.72 even.
[AGENT][NEUTRAL] Alright, thank you. [PII]. I am checking for claim status for data service [PII] for the patient. I do not have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, so there is no claim on file I'm right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Uh, can I get the member effective dates?
[AGENT][NEUTRAL] Effective date is [PII] and the policy is active. Now you can fax that claim with the primary EOB directly to our claims department.
[CUSTOMER][NEUTRAL] OK. Uh, can we submit the claim electronically?
[AGENT][NEUTRAL] You can payer ID is 60801.
[AGENT][NEUTRAL] And we will need that primary EOV.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is 60801. Am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you so much. May I get the time limit?
[AGENT][NEGATIVE] No totally filing.
[CUSTOMER][NEUTRAL] OK, so the payer does not have any time with filing, am I right? And we can submit the claim uh via electronically.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. I got some more plans for this is for the same number. So can you please help me with that?
[AGENT][NEUTRAL] I can. What is that next date of service?
[CUSTOMER][NEUTRAL] The next data service is [PII] with the same claim bill amount.
[AGENT][NEUTRAL] 140
[CUSTOMER][NEUTRAL] Uh, it's for the same claimable amount, ma'am. $874.72 even.
[AGENT][NEUTRAL] I don't have a claim on file for that data service either, for that amount. I have a claim on file for that data service but not for that amount.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][POSITIVE] It's happy and healthy, ma'am.
[AGENT][NEUTRAL] I do not have that claim on file.
[CUSTOMER][NEUTRAL] OK, uh, can we move to the exit to service, ma'am?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Is [PII] is the same claimable amount?
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] OK. I got one more last claim uh for the same number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is [PII] with the same claim alone.
[AGENT][NEUTRAL] And no claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, so there are no claims so far. OK, I'm.
[CUSTOMER][POSITIVE] OK. Thank you so much for helping me today, ma'am. So, there are no claims on file for for
[CUSTOMER][NEUTRAL] For the data service, [PII] and the electronic pay ID is 60801, and there's no time fiing limit.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][POSITIVE] OK, ma'am. I'm done for the day. Thank you so much. Can you please provide me the reference number for the call? And can you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And the reference number is my name and today's date. [PII], it was a pleasure to assist you with that claim status today. Thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Take care. Bye-bye. Stay safe.
[AGENT][POSITIVE] You too. Thank you. Bye bye.