AccountId: 011433970860
ContactId: db500bfa-def8-4691-b02f-ecde4b807d8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277500 ms
Total Talk Time (AGENT): 133080 ms
Total Talk Time (CUSTOMER): 123428 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/db500bfa-def8-4691-b02f-ecde4b807d8d_20250224T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] to check on the claim status.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's an [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, just a minute.
[CUSTOMER][NEUTRAL] Uh it's 02298306.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, [PII], and it would be my pleasure to help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the billed amount, please?
[CUSTOMER][NEUTRAL] Yeah, so 310310.80 cents.
[AGENT][NEUTRAL] 310. $10.18.
[CUSTOMER][NEUTRAL] 80.
[AGENT][POSITIVE] 80 cents. Thank you.
[AGENT][NEUTRAL] Now I am checking [PII]'s policy for data service I'm sorry 11-182024 for $310.80 and I don't have a claim on file for that amount for that data service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, can I reach them at the line?
[AGENT][NEUTRAL] Absolutely. Now we will need the primary EOB along with the claim and you can actually fax that directly to us.
[CUSTOMER][NEUTRAL] OK. Can I have the emailing address?
[AGENT][NEUTRAL] Yes, the fax number, did you want the mailing address or fax number?
[CUSTOMER][NEUTRAL] Yeah, both.
[AGENT][NEUTRAL] OK, yes, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, may I know the payer ID?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And then the
[AGENT][NEUTRAL] Um, fax number to our claims department.
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. May I know the family 5 minutes for this one?
[AGENT][NEGATIVE] No To me filing.
[CUSTOMER][NEUTRAL] Yeah, OK. May I know the policy effective term date?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The effective date is [PII] with no term term date on file.
[CUSTOMER][NEUTRAL] OK, the policy is still active.
[AGENT][NEUTRAL] It is still active.
[CUSTOMER][NEUTRAL] OK. OK. May I know your name and call reference number?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the call reference number for this one?
[AGENT][NEUTRAL] Call call reference number is, my name and today's date.
[CUSTOMER][NEUTRAL] Yeah, OK. Uh, I can check in on another plane for the same date of service but different bill amount.
[AGENT][NEUTRAL] Is it for the same patient?
[CUSTOMER][NEUTRAL] Yeah, same patient, same date of birth.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And what is that next?
[CUSTOMER][NEUTRAL] Yeah, it's the same date of service [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what is the bill amount?
[CUSTOMER][NEUTRAL] Yeah, so. 169.797 cents.
[AGENT][NEUTRAL] 169.79.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have that claim on file either.
[AGENT][NEUTRAL] For $169.
[CUSTOMER][NEUTRAL] Yeah, OK, can I send it to?
[CUSTOMER][NEUTRAL] OK, can I resubmit this claim also?
[AGENT][POSITIVE] Oh yes, please do.
[CUSTOMER][NEUTRAL] Yeah, sure, uh, the same details for that one.
[AGENT][NEUTRAL] Yes, ma'am, same, same information.
[CUSTOMER][POSITIVE] Yeah, OK. OK, thank you so much. Thank you for your assistant [PII].
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEGATIVE] Uh, nothing for this one.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye-bye.