AccountId: 011433970860
ContactId: cd3af870-66fc-498b-83f0-2d9325ce6a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339029 ms
Total Talk Time (AGENT): 106152 ms
Total Talk Time (CUSTOMER): 113480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/cd3af870-66fc-498b-83f0-2d9325ce6a25_20250205T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and I'm calling from provider's office to check on the status of a claim.
[AGENT][POSITIVE] OK, I can help you spell your name for me, please.
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII], and my initial, my last name is [PII].
[AGENT][NEUTRAL] So [PII] is your name?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, and how can I help you, [PII]?
[CUSTOMER][NEUTRAL] So I'm looking for the status of a claim.
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 023893887.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You what?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you said you're checking for claim status?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, what is the date of service in charge and we can help you?
[CUSTOMER][NEUTRAL] Data service is number [PII] and the amount on the claim is $191 even.
[AGENT][NEUTRAL] OK, you said it's [PII] the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, one moment.
[CUSTOMER][POSITIVE] Yeah, sure, thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm not showing a date of service for [PII] for $191 for for [PII].
[CUSTOMER][POSITIVE] Oh thank you so much. Can you please help me with the electronic pay ID so that we can resubmit a claim?
[AGENT][NEUTRAL] Uh-huh. It's 60801.
[CUSTOMER][NEUTRAL] Can I also get a claim's mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] And can I also get
[CUSTOMER][POSITIVE] 8950. Thank you so much. And can I also get a patient's effective and termination date of the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you want any other information besides that?
[AGENT][NEUTRAL] So I can get
[CUSTOMER][NEUTRAL] Uh, I just want a timely filing and uh effective on termination date of the policy for this patient.
[AGENT][NEUTRAL] OK, one moment, there's not a timely filing limit and one moment for the effective date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The policy effective date is [PII].
[AGENT][NEUTRAL] And I show this policy is active at this time.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Thank you so much. Yes, I have another patient for today, so can you please help me out on that?
[AGENT][NEUTRAL] OK, and you can also check your status online [PII] at [PII]. And what's the next policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yes, and for this patient, can I get a call reference number?
[AGENT][NEUTRAL] It's my name and today's date, [PII] initial last is [PII], the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number for the next patient is 023893883.
[AGENT][NEUTRAL] First, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service and the total charge?
[CUSTOMER][NEUTRAL] Day of service is number [PII] and the total charge is $838 even.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, you're right, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a facility charge?
[CUSTOMER][NEUTRAL] No, it's a physician, as a physician bill, not a facility charge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show that claim on file for [PII].
[CUSTOMER][POSITIVE] Oh thank you so much for this information. So, can I use the same electronic mailing address and the uh claims mailing address?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can I get a patient's effective termination date for this patient?
[AGENT][NEUTRAL] [PII] is the effective date the policy is active at this time and anything else.
[CUSTOMER][POSITIVE] Uh, no, thank you so much, [PII], and have a good day. Bye-bye and take care.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.