AccountId: 011433970860
ContactId: d7dd2419-6537-4253-9d30-c105cb8968fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372809 ms
Total Talk Time (AGENT): 111127 ms
Total Talk Time (CUSTOMER): 112317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d7dd2419-6537-4253-9d30-c105cb8968fa_20250122T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, hi, this is [PII] here, and I'm looking for a game.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that's great.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, well, for the callback number it's going to be [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] It's 02541646.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the date of service?
[CUSTOMER][NEUTRAL] Uh, the data service.
[CUSTOMER][NEUTRAL] It's [PII] with the bill amount $143 even.
[AGENT][NEUTRAL] OK, thank you and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, there is a patient responsibility of $75 even.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, it's in Joseph Scandler urgent care.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and I'll just, uh, confirm it with the mailing address on the PRID it was sent to.
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[CUSTOMER][NEUTRAL] Well, for the meeting address as I can check from my end, it's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh wait, wait, wait, hold on just one moment. I'm gonna put you on a brief hold. I'm looking someplace else that I may have found it. Hold on real quick.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm. All right. You are on hold.
[AGENT][NEUTRAL] I'm sorry I'm still not finding the claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so, um, well, the mailing address was, uh, correct, right?
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is
[CUSTOMER][NEUTRAL] OK, I'll just
[CUSTOMER][NEUTRAL] Uh, can you please repeat that again from the beginning.
[AGENT][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK and uh can I just get the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK and uh can you just confirm me like what the member
[CUSTOMER][NEUTRAL] Active on the data service or not.
[AGENT][NEUTRAL] Right, the effective date of the policy is [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] And uh can you just confirm me the timely filing limit for the claim submission.
[AGENT][NEGATIVE] We don't have the timely filing limit.
[CUSTOMER][NEUTRAL] OK, so the member was active um for the.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And uh can I just get your first name and the last name first initial.
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And then my last initial is [PII]
[CUSTOMER][NEUTRAL] OK, I'm sorry, I can I just get the call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help.
[AGENT][POSITIVE] Thank you, you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.