AccountId: 011433970860
ContactId: d6ded5b9-2c89-4ce8-960d-a3506a15d542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321239 ms
Total Talk Time (AGENT): 81104 ms
Total Talk Time (CUSTOMER): 213556 ms
Interruptions: 7
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d6ded5b9-2c89-4ce8-960d-a3506a15d542_20250305T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you? Hi, [PII]. I'm calling from doctor's office to check claim status.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What's the policy number?
[CUSTOMER][POSITIVE] Hey [PII], I'm happy to check on a claim for you today. What's the policy number? Yeah, 1 2nd.
[CUSTOMER][NEUTRAL] It's 1491583 M as in Mary, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and then what is the data service?
[CUSTOMER][NEUTRAL] Thank you so much and that was the data service? It's [PII]. And the total charge is now $11,302.85.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have a billed amount after the primary?
[CUSTOMER][NEUTRAL] Do you have a build amount after the primary? Yeah, the balance amount is $3,276.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not showing a claim on file for those billed amounts.
[CUSTOMER][NEUTRAL] Not showing a claim on file for those bills amounts.
[CUSTOMER][NEUTRAL] It was recently resubmitted a claim on [PII]. 1 2nd.
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh [PII]. It was resubmitted for. It's previously, there is no claim on file. So the address is made, uh, it is incorrect. So that time we have to submit the correct mailing address.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What was the mailing address it was sent to?
[CUSTOMER][NEUTRAL] What was the mailing address it was sent to? Uh, it's a [PII]. The ZIP code is [PII]. Is it right?
[AGENT][POSITIVE] Yes, that is correct. One moment.
[CUSTOMER][POSITIVE] Yes, that is correct. One moment.
[CUSTOMER][NEUTRAL] And the payer ID is 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I'm not showing anything on our side, [PII]. The only thing that I see received for that date of service was on [PII].
[CUSTOMER][NEUTRAL] I'm not showing anything on our site, [PII]. The only thing that I see received for that date of service was on [PII].
[CUSTOMER][NEUTRAL] No, our date is [PII].
[AGENT][NEUTRAL] I'm not showing any other claims on file for those amounts.
[CUSTOMER][NEUTRAL] I'm not showing any other claims on file for those amounts.
[AGENT][NEUTRAL] So I'm not showing that we received the claim when it was resubmitted.
[CUSTOMER][NEUTRAL] I'm not showing that we received the claim when it was resubmitted.
[CUSTOMER][NEUTRAL] It will be same mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII]. Yeah, it's right.
[CUSTOMER][NEUTRAL] The payer ID is right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I. 60801.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, no issue. Yes, that is correct. May I know the patient effective date and term date, please?
[AGENT][NEUTRAL] There is no termination date. Patient is still active. The effective date.
[CUSTOMER][NEUTRAL] There is no termination date. Patient is still active, the effective date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what is the call reference number?
[AGENT][NEUTRAL] That would be my name with my last initial than today's date.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] That would be my name with my last initial than today's date. Can you please spell your name?
[AGENT][NEUTRAL] My name again is [PII].
[CUSTOMER][NEUTRAL] My name again is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], is that right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII] is my last initial.
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. And then [PII] is my last initial.
[CUSTOMER][POSITIVE] OK. Bye for now. Take care. Have a wonderful day.
[AGENT][NEUTRAL] You too bye.