AccountId: 011433970860
ContactId: df08cbcc-b44c-4903-8114-985752c13ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388899 ms
Total Talk Time (AGENT): 103563 ms
Total Talk Time (CUSTOMER): 152316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/df08cbcc-b44c-4903-8114-985752c13ad5_20250603T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from SS some Health and I wanted to check the status of a claim.
[AGENT][NEUTRAL] All right, [PII], happy to check a claim. What is the policy number?
[CUSTOMER][NEUTRAL] Um, 02556232.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then for documentation do you have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do we have a data service?
[CUSTOMER][NEUTRAL] Um, [PII], 0 my gosh, [PII] or [PII].
[AGENT][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] I didn't realize this claim was so old.
[AGENT][NEUTRAL] All right, and let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do we have a build out?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] $562.30.
[AGENT][NEUTRAL] Do we by chance [PII] have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Uh, $300.
[AGENT][NEGATIVE] You said $300 and some dollars. I'm sorry, the phone kind of cut out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, it's OK, just $300 even.
[AGENT][NEUTRAL] OK, don't.
[AGENT][NEUTRAL] Let me just check this here one moment.
[AGENT][POSITIVE] I appreciate your patience. I'm just double checking what was submitted on this bill amount because it's showing.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, I don't.
[AGENT][NEUTRAL] So I don't see any claims on file for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, this is a mass Medicare or uh the primary insurance.
[CUSTOMER][NEUTRAL] Made a pay or they didn't make a payment they um applied it all to let's see.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] They applied it to the deductible and they didn't pay and they just did this on in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] So, um, yeah.
[CUSTOMER][NEUTRAL] So let me go in here to see how we prob maybe we never billed you guys because it's uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] They put me on this project and I'm like oh my gosh, I'll probably get 5 claims worked in a day.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This is crazy that we're even doing this. Let me see how it was sent or if it was sent and what is um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The timely filing.
[CUSTOMER][NEUTRAL] I mean you know since United Healthcare didn't process it till [PII].
[AGENT][NEUTRAL] Yeah, no, and we actually
[CUSTOMER][NEUTRAL] I don't know if you guys go back or.
[AGENT][NEUTRAL] Yeah, we don't have a timely filing limit, so it can definitely still be done.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] OK, let me 282-235-43275.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Let's see.
[CUSTOMER][NEUTRAL] OK, it looks like it was billed to [PII].
[AGENT][NEUTRAL] Mhm. Yeah, that's right. Yeah, [PII]. Yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do you have a fax number I can fax the information to?
[AGENT][NEUTRAL] Mhm. Absolutely. Uh, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yep, correct.
[CUSTOMER][NEUTRAL] OK. And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. And do you have a reference number for our call?
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with today's date so you can use my name [PII], last initials my name is [PII], then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII]. Well, thank you very much and I'll get that right over to you guys.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.