AccountId: 011433970860
ContactId: e20038ce-ed52-4e3e-abec-8bd0d25f903e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346760 ms
Total Talk Time (AGENT): 111028 ms
Total Talk Time (CUSTOMER): 98715 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e20038ce-ed52-4e3e-abec-8bd0d25f903e_20250515T18:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider office looking for the claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number is 1404086 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And what was the uh name and date of birth for this number, please?
[CUSTOMER][NEUTRAL] Yeah, uh, the name is uh [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK thank you for verifying that what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] The date of service is on [PII] and the charge amount is $336 even.
[AGENT][NEUTRAL] OK, that was [PII] for $336.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, I don't have a claim on file for that date of service for this member [PII].
[CUSTOMER][NEUTRAL] Yeah, please give me one moment. Before that, can you please, uh, one moment. Can you please spell out your name, please?
[AGENT][NEUTRAL] Sure, it's [PII] and I will say that the policy number that you gave me was an older policy that did terminate. It was not active during the state of service. So I do have that policy number that was active, uh, whenever you're ready, I can give that to you.
[CUSTOMER][POSITIVE] Yeah, OK. I'm ready.
[AGENT][NEUTRAL] OK, that is 01.
[AGENT][NEUTRAL] 79.
[AGENT][NEUTRAL] 7906.
[CUSTOMER][NEUTRAL] Oh, thank you for that one. Can you please provide me the member's last year effective term rates, please, of uh [PII].
[AGENT][NEUTRAL] Uh, so the policy number I just gave you that was active during [PII]. So this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, let me check it out on my end.
[CUSTOMER][NEUTRAL] Yeah, uh, is there any time the filing limit to, uh, to submit the claim again?
[AGENT][NEGATIVE] No, there is no timely filing limit.
[CUSTOMER][NEUTRAL] May I know the time if I
[CUSTOMER][NEUTRAL] OK, we can uh submit that uh uh claim, right?
[AGENT][NEUTRAL] Yes, I have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][POSITIVE] Yeah, thank you
[CUSTOMER][NEUTRAL] Yeah, and may I know the mailing address, please?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, uh your voice is in and out. Can you please check it out once?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEGATIVE] Your voice is in and out. Actually, I'm, uh, uh, it was stuck in between.
[AGENT][POSITIVE] I apologize, I could start over.
[CUSTOMER][NEUTRAL] Yeah, uh, can you, uh, I have the mailing address. Can you please provide me the payer ID, please?
[AGENT][NEUTRAL] Pay ID is 0801.
[CUSTOMER][NEGATIVE] Yeah, can you please check it out your mic? Actually, I'm unable to hear your voice correctly.
[AGENT][NEUTRAL] Are you able to hear me now?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah, it's 60801, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, may I, may I have the call reference number for these patients we'll go with the next member?
[AGENT][NEUTRAL] The reference number would be the same for all that we uh do it would be my first name, last initial [PII].
[AGENT][NEUTRAL] So my name is spelled [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, are you there?