AccountId: 011433970860
ContactId: d06671c0-9f0d-4f55-8bfe-ad9d5dfaa839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264140 ms
Total Talk Time (AGENT): 112687 ms
Total Talk Time (CUSTOMER): 72004 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d06671c0-9f0d-4f55-8bfe-ad9d5dfaa839_20250108T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling on behalf of provider office to check on a claim status.
[AGENT][POSITIVE] OK, thank you for that information. What's a good call back number for you?
[CUSTOMER][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was too fast, [PII]. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and what's the policy number you're calling regarding?
[CUSTOMER][NEUTRAL] Yeah. So the um member ID is going to be 021.
[CUSTOMER][NEUTRAL] 49755.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can assist you with the claim status check on this policy today verification of coverage does not guarantee the payment of a claim. Please verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what's the data service and charge amount you're looking for?
[CUSTOMER][NEUTRAL] Uh, [PII], total charge amount, $6780 even.
[AGENT][NEUTRAL] $6780 even. OK, one moment while I check that one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And was that claim for the um that was for the facility? What was that for?
[AGENT][NEUTRAL] Do you know what's the provider name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me place you on a brief hold while I search for that information. One moment. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for patiently waiting. There is no claim on file for $6780 for [PII]. OK? Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] What about the member effective and termination date?
[AGENT][NEUTRAL] OK, let me get that information for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm showing the member has an effective date of [PII] and it's currently active. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Can I get the payer ID and mailing address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Payer ID is 60801, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What about the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Uh, the [PII], [PII], right?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Uh, can we submit the paper claim?
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] Can we submit the paper claim?
[AGENT][NEUTRAL] Yes, you can submit it to the PO box or you can submit it to the electronic payer ID that is your choice, just make sure the primary explanation of benefits is attached as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can I get the, uh, could you please spell out your name?
[AGENT][NEUTRAL] The reference for this call is my name, [PII], last [PII] [PII] and today's date, that's your reference for the call. Thank you, [PII], for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.