AccountId: 011433970860
ContactId: dac8333d-bcbb-4941-8e9e-558078b9f789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330540 ms
Total Talk Time (AGENT): 113336 ms
Total Talk Time (CUSTOMER): 137703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/dac8333d-bcbb-4941-8e9e-558078b9f789_20250523T21:28_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] calling from the provider's office to check on a claim status for a member.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility where you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, it is elite imaging, also called this acumen.
[AGENT][NEUTRAL] OK, may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 0, 19509603 L like Lima 8.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have um the name of the patient?
[CUSTOMER][NEUTRAL] Yes. Patient's name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Mm, um, can you repeat that policy number, Mr. [PII], because that number is not, it's telling me that there's too many numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, so the policy number is 019509603 the letter L like Lima, and the number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, it's supposed to be ML, but let me try again. Let me see if I can switch that number and.
[AGENT][NEUTRAL] Let me just do 60.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, let me have the date of birth one more time.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Yes, just take that 3 out. That's supposed to be an M.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, um, the 3, the last 3 on the policy number is supposed to be an M, not a 3.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Oh, so, ML 8, right?
[AGENT][NEUTRAL] Yes, mhm, correct. OK, you're welcome. And may I have the date of service and the end of the claim?
[CUSTOMER][POSITIVE] OK, got it, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So, the service is [PII] and the bill amount is $1950 even.
[AGENT][NEUTRAL] OK, let me see if I can find it and that's [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] Mm, OK, um.
[CUSTOMER][NEUTRAL] Just to verify if we submitted the claim to the correct address. Uh, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the claim was built to [PII].
[CUSTOMER][NEUTRAL] [PII]. Is that the correct address?
[AGENT][NEGATIVE] No, that's incorrect.
[CUSTOMER][NEUTRAL] Oh, OK. So can you provide me the correct mailing address or your payer ID so that I can repeat it for you?
[AGENT][NEUTRAL] Yes, the address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. And uh do you also have a payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Thank you so much. And uh what would be the timely filing limit to submit the claim?
[AGENT][NEUTRAL] We don't have family filing limits.
[CUSTOMER][NEUTRAL] OK. Thank you so much. And uh just wanted to verify one last thing. Um you guys are the secondary uh payer for this number, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We are the secondary supplement.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Dental plan to the major medical, correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. And uh yeah, so lastly, can you help me with the uh reference number for this call?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Sure, thank you so much for your assistance and have a great day. Take care bye bye.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] And