AccountId: 011433970860
ContactId: dd663672-2c8f-4a36-af1b-652c00dd8d7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489779 ms
Total Talk Time (AGENT): 127373 ms
Total Talk Time (CUSTOMER): 106034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/dd663672-2c8f-4a36-af1b-652c00dd8d7e_20250319T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from products office. I'm checking for claim status. Can you spell your name?
[AGENT][NEUTRAL] Uh yes, sir. My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], uh, can I please get your call back number just in case your call our call is dropped.
[CUSTOMER][NEUTRAL] So the callback number is [PII].
[AGENT][NEUTRAL] OK thank you and you're looking for claim status on which patient, sir?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] So the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] So the policy number is 2341082.
[AGENT][NEUTRAL] OK, and you did say you were calling about claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, thank you and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] So 924 of 2024 total charge amount is $266 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The remaining balance you need?
[AGENT][NEUTRAL] After the primary insurance paid their part?
[CUSTOMER][NEUTRAL] One moment, I'll check it for that.
[CUSTOMER][NEUTRAL] The primary insurance paid $52.30.
[AGENT][NEUTRAL] OK, so what is the balance after primary paid their part, the charge amount?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One moment, I'll check it for that.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] $188.70.
[AGENT][NEUTRAL] 18,870. OK, and then what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Pennsylvania State University.
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], looking on data service of [PII]. I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] The claim is not on file?
[AGENT][NEUTRAL] No, sir, not for that date of service.
[CUSTOMER][NEUTRAL] OK, can you have that patient effective date coverage effective date.
[AGENT][NEUTRAL] Yes, sir. Let me give that to you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] And many just don't?
[AGENT][NEUTRAL] It's still active?
[CUSTOMER][NEUTRAL] Can you claim timely selling limit?
[AGENT][NEGATIVE] There's not a timely filing limit.
[CUSTOMER][NEUTRAL] So there is no timely filing limit for uh submitting claim that's right.
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So for this concern we need to resubmit the claim that's right.
[AGENT][POSITIVE] Yes, you can resubmit.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Give you a claim mailing address.
[AGENT][NEUTRAL] Yes sir, it's APL claims and that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And do you have any fax number?
[AGENT][NEUTRAL] The fax is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I need attention for this fax number.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then what's electronic pay ready.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what's the reference number for this call?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] What's your last name of Insil?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, and thank you very much for the information. Have a great day and be safe. Bye bye.
[CUSTOMER][NEUTRAL] I just you know
[AGENT][POSITIVE] You have a good day too, [PII]. There's anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][POSITIVE] Alright, well, you have a good day too, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.