AccountId: 011433970860
ContactId: c7c3ac3c-19a8-4a77-89de-fada0b6f65a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335869 ms
Total Talk Time (AGENT): 103297 ms
Total Talk Time (CUSTOMER): 69603 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c7c3ac3c-19a8-4a77-89de-fada0b6f65a8_20250529T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling to check on a claim status. Could you please help?
[AGENT][NEUTRAL] Yes, [PII], I can help you with the claim. May I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Yeah, sure, the callback number will be [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patience.
[CUSTOMER][NEUTRAL] Nameless.
[CUSTOMER][NEUTRAL] Faso
[CUSTOMER][POSITIVE] That's cool
[CUSTOMER][NEUTRAL] And the date of both those.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the member ID will be 02446354 M as in [PII].
[AGENT][POSITIVE] Thank you, sir. Let me look up that policy for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do see that Fosto has an active policy. What is his data service and
[AGENT][NEUTRAL] The charge amount
[CUSTOMER][NEUTRAL] On data service will be.
[CUSTOMER][NEUTRAL] [PII] for the total bill amount of $742 even.
[AGENT][NEUTRAL] OK, and the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is that amount?
[CUSTOMER][NEUTRAL] Uh, it's $217.62.
[AGENT][NEUTRAL] Thank you, sir. And then what is the name of the facility you're calling from, Astro?
[CUSTOMER][NEUTRAL] Jackson Memorial Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me Astro. So looking on data service of [PII], I do not find the claim on file.
[CUSTOMER][NEUTRAL] OK. And when are the patient uh effective date and termination date?
[AGENT][POSITIVE] Yes sir, let me get that for you.
[AGENT][NEUTRAL] The effective date of the policy is [PII] and the policy is still current and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the mailing address to send the claim?
[AGENT][NEUTRAL] Yes sir, that would be [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And may I know the payer ID?
[AGENT][NEUTRAL] That would be 60801.
[CUSTOMER][NEUTRAL] Thank you. How many time be filing limit to submit a claim.
[AGENT][POSITIVE] You're welcome, sir.
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can make the call reference number.
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for listening and have a great day.
[AGENT][POSITIVE] You have a great day too, [PII]. Thank you so much for calling APL that's everything I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Well, you take care. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.