AccountId: 011433970860
ContactId: cf4f787e-0860-441a-aab5-9e4ec7f9ddef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139449 ms
Total Talk Time (AGENT): 28610 ms
Total Talk Time (CUSTOMER): 85589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/cf4f787e-0860-441a-aab5-9e4ec7f9ddef_20250606T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling for to get claim status from a provider's office.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][POSITIVE] My goodness.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 971-024.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Date of service and bill charges.
[CUSTOMER][NEUTRAL] [PII] and it's for $489.22.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm not showing a claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] Yes, um, what is the timely for you guys?
[AGENT][NEUTRAL] Uh, this is secondary, so there's no timely filing limit. just to be sure and file with the primary explanation.
[CUSTOMER][NEUTRAL] OK, no, there's no.
[CUSTOMER][NEUTRAL] Yeah we did but um it's with you guys that we're having I don't know we have we sent um claims with a different payer and we've gotten paid with that payer so that's the payer we're using and for some reason these claims, I have some claims that went through and paid and then there's some with the payer ID.
[CUSTOMER][NEUTRAL] We have it didn't. I mean, it's not the same period I you guys have that you gave me. They gave it to me earlier, but it the one that we have, there's some claims that pay with that period ID, and then there's some claims that this would like this one that you show no claim on file. I just wanted to make sure there was no timely so in case we have to appeal or anything like that.
[AGENT][NEUTRAL] OK, do you need our fax number?
[CUSTOMER][NEUTRAL] Um, yes, I see I have that, and that is [PII].
[AGENT][POSITIVE] Yeah, that's right.
[CUSTOMER][POSITIVE] OK well thank you so much you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.