AccountId: 011433970860
ContactId: de9d4303-9394-40fc-b68e-d6a603b7f23f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235330 ms
Total Talk Time (AGENT): 89626 ms
Total Talk Time (CUSTOMER): 83830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/de9d4303-9394-40fc-b68e-d6a603b7f23f_20250113T15:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check the status of the claim.
[AGENT][POSITIVE] I'm happy to check on a claim for you today, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the member ID number is 01462911.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII] and it's a direct line with an extension number.
[AGENT][POSITIVE] All right, thank you so much for that. One moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] Yeah, the data service is uh [PII] and the total charge amount of $179 even.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] You're OK.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. Uh, could you verify the mailing address that we have submitted to?
[AGENT][NEUTRAL] Uh, the mailing address would be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII], [PII]. Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that is this we have some to to.
[CUSTOMER][NEUTRAL] But still no claim on file, right?
[AGENT][NEUTRAL] Yeah, I'm not showing any claim on file.
[AGENT][NEUTRAL] Would you like the fax or payer ID?
[CUSTOMER][NEUTRAL] Uh, yeah, uh, can I have the fax number and the payer ID number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the payer ID is uh attention claims.
[CUSTOMER][NEUTRAL] With attention to?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, uh, it's 60801, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] And uh may I have the time to find limit to uh resubmit the claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Uh, no time limit to submit the claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I also have the member policy effective on the termination date?
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Effective date on this policy is [PII]. No termination date, policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for the information here. Can I have your call reference number please?
[AGENT][NEUTRAL] Yeah, absolutely. Uh, calls my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for the information, sir. And uh thank you so much for your assistance today and have a great day. Stay safe and bye for now.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.