AccountId: 011433970860
ContactId: deb34d52-fbcf-4261-8f79-26a70584d011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240210 ms
Total Talk Time (AGENT): 81960 ms
Total Talk Time (CUSTOMER): 71384 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/deb34d52-fbcf-4261-8f79-26a70584d011_20250205T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] calling from private office to check on claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02389382.
[AGENT][POSITIVE] OK, thank you so much. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And the total charge is $135 even.
[AGENT][NEUTRAL] OK, and you said the total charge was $135?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] No, uh, we don't have the primary.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] MUSC Community physicians.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I do not show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] That can you verify.
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh [PII], [PII]. OK. [PII].
[AGENT][NEUTRAL] OK, and that's [PII], correct?
[CUSTOMER][NEUTRAL] Hm, yeah.
[AGENT][NEUTRAL] OK. Well, like I said, we have not received the claim. Uh, if you like, you can resubmit to that mailing address or I can give you the fax number, uh, pay ID 60801.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] Uh, effective date, the, I'm sorry, [PII] and the policy is active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK. May I know the time time limit?
[AGENT][NEUTRAL] Uh, there's not a time limit to submit claims.
[CUSTOMER][NEUTRAL] May I know the time limit?
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name it's Day.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, thank you for the information. Have a great day, bye.
[AGENT][POSITIVE] Alright, you too, [PII], and thank you for calling APL. Bye.