AccountId: 011433970860
ContactId: d1a8a81a-fb4a-4cab-a85f-2ac1de74d021
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330940 ms
Total Talk Time (AGENT): 88463 ms
Total Talk Time (CUSTOMER): 132253 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d1a8a81a-fb4a-4cab-a85f-2ac1de74d021_20250529T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], calling you from provider's office to check up on claim status. Can you please spell out your name?
[AGENT][NEUTRAL] Sure, it's [PII] and Ms. [PII], I can verify claim status for you. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01941775 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, patient's name, [PII], on the date of [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yes, date of service, [PII]. Total charge amount $559 even.
[AGENT][POSITIVE] OK, thank you. And I apologize. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, and do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Mm, no. I don't have any balance, I think so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] It's visual it's sorry for that. Uh, it's Beaha Healthcare Corporation LLC.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] OK. I do not show we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Address of your mailing address, yes?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mailing address of yours?
[AGENT][NEUTRAL] Yes ma'am, can you verify the mailing address the claim was submitted to since we have not received it?
[CUSTOMER][NEUTRAL] Yeah, sure. Just a minute.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't see here. Uh yeah, sure. It's [PII], OK.
[CUSTOMER][NEUTRAL] Oh, just a minute.
[CUSTOMER][NEUTRAL] Can I spell it, the name?
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII], OK, [PII].
[AGENT][NEUTRAL] Uh, that is correct. Uh, if you like, I can give you our fax number if you'd like to fax the claim that way or submit the claim that way.
[CUSTOMER][NEUTRAL] OK, we will submit it through electronic. May I know the timely filing of this claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, we don't have timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, OK. Uh, so there is no claim on file, is it right?
[AGENT][NEUTRAL] Correct. We have not received the claim.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can we move to the next one? It is for the same patient but different date of service?
[AGENT][NEUTRAL] OK, what was that data service and amount of the charge?
[CUSTOMER][NEUTRAL] The state of service. It's [PII]. Total charge amount $3,484 even.
[AGENT][NEUTRAL] OK, and do you have the balance of the primary for this claim?
[CUSTOMER][NEUTRAL] Uh, no, I didn't. No, I don't think.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the name of the provider for this claim?
[CUSTOMER][NEUTRAL] Vasa Healthcare Corporation.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, I don't show we received that claim, so you can either mail it or send it electronically as well.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can I get the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Your name and today's date?
[CUSTOMER][POSITIVE] Thank you so much for the patient assistance. Have a great day.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.