AccountId: 011433970860
ContactId: c86c2a53-2982-4a4e-95f4-719e0eb6f1de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356869 ms
Total Talk Time (AGENT): 87005 ms
Total Talk Time (CUSTOMER): 147445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c86c2a53-2982-4a4e-95f4-719e0eb6f1de_20250602T15:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office for claim status. Please be advised this call has been recorded for quality and training purpose.
[AGENT][POSITIVE] I'd be happy to assist with claims as they call you if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, it is D as in Delta, 48200368.
[AGENT][NEUTRAL] I believe that's the wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Oh yes, one second.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that, that social is not coming up in our system. um, do you have the name?
[CUSTOMER][NEUTRAL] Yes, name is spelled out, spell out the first name. It is [PII], and the last name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Once again, ma'am.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. I'm showing that we don't have that claim on file.
[CUSTOMER][NEUTRAL] OK. May I know the patient's effective and termination date?
[AGENT][NEUTRAL] Policy was effective on [PII]. Policy uh.
[AGENT][NEUTRAL] Termed on [PII].
[CUSTOMER][NEUTRAL] OK. Could you please help me out with the timely filing, ma'am?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK. And what is the payer ID and the mailing address to some on the screen?
[AGENT][NEUTRAL] Um, pay ID is 60801.
[AGENT][NEUTRAL] And the mailing address is PO.
[CUSTOMER][NEUTRAL] 60801, ma'am.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Ma'am, I do see the address is um uh Per ID [PII]. Is this incorrect?
[AGENT][NEUTRAL] It is correct, but since you sent it there and they haven't sent it to us, I gave you the information to send it directly to us, but if you wanna use that information you can.
[CUSTOMER][NEUTRAL] OK, I got it, ma'am. I found that. So we will submit this claim uh to your address.
[CUSTOMER][NEUTRAL] OK. And you don't have uh the timely filing as you have said earlier, right?
[AGENT][NEGATIVE] No, no timely filing.
[CUSTOMER][NEUTRAL] OK, ma'am. I do have one more patient. Could you please help me out with that?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] One second, ma'am
[CUSTOMER][NEUTRAL] A as in Alpha, 63201825.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK. Can you please check with the patient name or date of birth, ma'am?
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] One second, ma'am.
[CUSTOMER][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that social is not in our system. um, what is the name?
[CUSTOMER][NEUTRAL] Name is [PII] the last name [PII].
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name.
[CUSTOMER][NEUTRAL] OK. Um, there is no patient found for this. Am I right, ma'am?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, one moment, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please help me out with the call reference number, [PII]?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, nothing. Thank you. Thank you so much for assisting patiently. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APO have a good day.