AccountId: 011433970860
ContactId: e3002915-0bd1-4569-92fc-257c21179942
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297179 ms
Total Talk Time (AGENT): 119691 ms
Total Talk Time (CUSTOMER): 129013 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e3002915-0bd1-4569-92fc-257c21179942_20250411T14:09_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, this is [PII] calling from the provider's office to check on our claim status.
[AGENT][POSITIVE] It'll be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Is you [PII]. What is a good call back number? It is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] what is the policy number for the patient, please? Sure it is 023893887.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Thank you and the patient's name and date of birth. Patient name is [PII]. Date of birth of [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with claim status for [PII]. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Yes it would be my pleasure to assist you with claim status for [PII]. Do you have a claim number or date of service? Um, the date of service is for [PII], and the bill amount is $13,183 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, and I'm sorry, I just missed your name. Could you please repeat your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you so much for that Ausha.
[AGENT][NEUTRAL] And what is the facility name, please?
[CUSTOMER][NEUTRAL] And what is the facility name, please? Mm, sure. It is MUSC physicians.
[AGENT][POSITIVE] Alright, thank you. At least I can help you with that claim status.
[AGENT][NEUTRAL] And we received that claim.
[AGENT][NEUTRAL] On
[CUSTOMER][NEUTRAL] We received that claim.
[AGENT][NEUTRAL] [PII] and processed on [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] and processed on [PII].
[AGENT][NEUTRAL] The claim is pending for the primary EOB we are secondary.
[CUSTOMER][NEUTRAL] The claim is pending for a primary EOB. We are secondary.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And I can provide that claim number if you would like.
[CUSTOMER][NEUTRAL] And I can provide that claim number if you would like. I know that.
[AGENT][NEUTRAL] Claim number is 358.
[CUSTOMER][NEUTRAL] My number is 358.
[AGENT][NEUTRAL] 3394.
[CUSTOMER][NEUTRAL] 3394.
[CUSTOMER][NEUTRAL] And is it possible to confirm who is the primary for the member?
[AGENT][NEUTRAL] I can get that for you. One moment.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] We have Blue Cross Blue Shield of South Carolina on file for primary.
[CUSTOMER][NEUTRAL] We have blue cross blue field.
[CUSTOMER][NEUTRAL] Mhm. May I know the timely filing limit to submit the uh primary EOB?
[AGENT][NEUTRAL] There's no timely falling.
[CUSTOMER][NEUTRAL] And is there any fax number?
[AGENT][NEUTRAL] You can fax that EOB directly to our claims department at [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much. And is it possible to send a copy of EOB through our fax?
[AGENT][NEUTRAL] EOBs are obtainable on our provider portal at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. So just a moment.
[AGENT][NEUTRAL] OK, and I can assist you to retrieve that EOB online.
[CUSTOMER][NEUTRAL] 3
[AGENT][POSITIVE] It's quicker than waiting for a fax. I can also fax it if you need to, but it's a lot quicker getting it online.
[CUSTOMER][POSITIVE] It's quicker than waiting for that so I can also fax it if you need to, but it's a lot quicker.
[CUSTOMER][NEUTRAL] Um, yes, I have checking in the portal right now, so just a moment.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Oh yes, I got the EOP. So that's it for the day, um, [PII]. Thank you so much for assisting me. May I know the reference number for your conversation?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Mm, that's it for the day. Thank you so much and you may have a wonderful day, [PII]. Bye-bye.
[AGENT][POSITIVE] Hope you have a wonderful day and a wonderful weekend, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Yeah. You too, take care. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.