AccountId: 011433970860
ContactId: e1de9032-3334-4b0a-90c5-2011ff4f44ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345559 ms
Total Talk Time (AGENT): 90030 ms
Total Talk Time (CUSTOMER): 84413 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e1de9032-3334-4b0a-90c5-2011ff4f44ed_20250211T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right yeah
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from NUSC physicians to check on the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim status. Can you please give me your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, sure. That is [PII]. That's the direct line?
[AGENT][NEUTRAL] OK, thank you. And then what is um the patient's name, please?
[CUSTOMER][NEUTRAL] Yes, the name is uh [PII].
[AGENT][NEUTRAL] OK, and the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And patients policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, that is 01979937.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the date of service of the claim?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] That is $177 even.
[AGENT][NEUTRAL] OK and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, that is $28.77.
[AGENT][NEUTRAL] And then what is uh the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, that is MUSC positions.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look that claim up for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you. Please take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on date of service of [PII] or lease, I do not find a claim on file.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, there is no claim on file. Thank you so much. Um, so, may I know the payment's policy effective on the term?
[AGENT][POSITIVE] Correct. You're welcome.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And what's the payer ID number?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. So, what is the timely filing limit?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] Um, I'm, I'm so sorry. Your voice is breaking. Uh, the time of filing limit is one year from the date of service.
[AGENT][NEUTRAL] No, there is not one.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh, no time. Thank you so much.
[CUSTOMER][NEUTRAL] And could you please repeat your name, sorry?
[AGENT][NEUTRAL] And my name is [PII]
[CUSTOMER][NEUTRAL] POR. Thank you.
[CUSTOMER][NEUTRAL] And the call reference number please?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you so much for your assistance. Have a great day and take care. Bye-bye.
[AGENT][POSITIVE] You too, thank you [PII]. You have a good day also thanks for calling APL bye bye.