AccountId: 011433970860
ContactId: df6d1ca8-2f28-42dc-9f58-68d0c67a0cda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326929 ms
Total Talk Time (AGENT): 114707 ms
Total Talk Time (CUSTOMER): 138799 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/df6d1ca8-2f28-42dc-9f58-68d0c67a0cda_20250319T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the general clarification.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02406624. M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you and is this for clarification on a claim or benefits?
[CUSTOMER][NEUTRAL] Uh, it's a claim.
[AGENT][NEUTRAL] Do you happen to have that claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you please repeat it?
[AGENT][NEUTRAL] Do you happen to have the claim number or the date of service?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] With the bill amount of $2,808.
[AGENT][NEUTRAL] OK, bear with me just one second. I'm checking on that for you.
[AGENT][NEUTRAL] What did you say the bill amount is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's $2,808.
[AGENT][NEUTRAL] I'm checking
[AGENT][NEUTRAL] For that data service for that bill amount I don't have a claim on file for that billed amount for that data service.
[CUSTOMER][NEUTRAL] Uh, actually, like previously, I have called and that they say that like they need, they will accept the paper and electronic line. So with the pay rate of 6801 [PII], we have resubmitted the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see that it has come to us yet. Do you know when that was resubmitted?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[AGENT][NEUTRAL] Yeah, we should have it by now. Can you fax that claim with the primary ELB directly to our claims department?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Let me just check whether we can do that.
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] So the pay ID is 60801 is valid, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, can you just bear with me so I can just verify like whether we have uh updated or not.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, OK, actually we have it and the mailing address is [PII] 9392050925, right?
[AGENT][NEUTRAL] That is no longer a valid claim submission address.
[CUSTOMER][NEUTRAL] But the pay ID is valid, right?
[AGENT][NEUTRAL] That is correct, but I can give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK. Can you just uh give me?
[AGENT][NEUTRAL] Mhm. Our correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII]. We also accept claims via fax as well.
[CUSTOMER][NEUTRAL] OK, perfect. Let me just try to submit for this electronic. So if you don't not like let me just uh send it through fax.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I have the call reference number?
[AGENT][NEUTRAL] Call reference number is my name or today's in today's date, and I spell my name [PII]
[AGENT][NEUTRAL] CIA.
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK. So, uh, if you don't mind, can I tell you one thing, like your voice the same like my mother's voice.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, thank you, that is so sweet to say.
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Yeah, I'm speaking to her, I remember my mother was in.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, that's sweet. I'm honored. I'm honored that you say that.
[CUSTOMER][POSITIVE] Thank you. It's a pleasant speaking with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. And it is.
[CUSTOMER][POSITIVE] And pleasure speaking with you. Thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much and thank you so much for assisting me today. And have a blessing and lovely day today.
[AGENT][POSITIVE] Thank you for calling.
[AGENT][POSITIVE] You too, [PII] and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.