AccountId: 011433970860
ContactId: e31ed9c5-98d1-4ade-8870-1f837f35dd30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766830 ms
Total Talk Time (AGENT): 154307 ms
Total Talk Time (CUSTOMER): 258531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e31ed9c5-98d1-4ade-8870-1f837f35dd30_20250326T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office to check on claim status. For documentation purpose, could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and [PII], do you have the patient, uh, or can I get a good callback number? Sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII] and the extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, 01634842 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And you were wanting claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] Yeah, [PII], total charge amount $807 even.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And who was the provider for that?
[CUSTOMER][NEUTRAL] Yeah, the provider name is [PII].
[AGENT][NEUTRAL] And what were the bill charges again? I'm sorry.
[CUSTOMER][NEUTRAL] $807 even.
[AGENT][NEUTRAL] I don't have a claim for that dollar amount.
[CUSTOMER][NEUTRAL] Oh, for [PII] $87 even. You have no claim on file from the state of service, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. Could you please tell me the effective date and the term date?
[AGENT][NEUTRAL] Uh, that is.
[AGENT][NEUTRAL] Effective date is [PII], termination date [PII].
[CUSTOMER][NEUTRAL] It was [PII] is sir, effective date and the term date is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it is still active from your data service, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please tell me the payer ID number?
[AGENT][NEUTRAL] Payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How I submit this claim for to you? Uh, could you please give me the pay, pay to address?
[AGENT][NEUTRAL] It's APL claims.
[AGENT][NEUTRAL] PO Box 248,950. That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You told, you just need to submit the claim like [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please tell me the time limit for this?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] No I filling limit to submit this one, right? OK. Could you please give me the call reference number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, call reference number will be my first name, last initial, [PII], and then D as [PII].
[AGENT][NEUTRAL] And then today's date. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] Yeah, I'm having another few clients if you're able to help me, [PII], please. That is a different patient.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what is the next policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Next policy number is 2.
[CUSTOMER][NEUTRAL] 111171.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII]. Total charge amount is $1,276 even.
[AGENT][NEUTRAL] Um, I don't have that claim on file.
[CUSTOMER][NEUTRAL] For this data of service, you don't have the claim on file. I just need to submit this one, right? Could you please tell me the effective date and the term date?
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] Effective date [PII].
[AGENT][NEUTRAL] Termination was [PII].
[CUSTOMER][NEUTRAL] OK, but it is still active for the state of service, right? I just need to submit this one as well as the payer ID please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The payer ID is the same as the other one.
[CUSTOMER][NEUTRAL] Uh, the other one paid Adidas 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is a different patient, right?
[AGENT][NEUTRAL] You, I'm sorry?
[CUSTOMER][NEUTRAL] It is a different patient. The payer ID is the same.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. For the pay to address to submit this, please.
[AGENT][NEUTRAL] You need the pay to address?
[CUSTOMER][NEUTRAL] Yeah, it is also the same. [PII].
[AGENT][NEUTRAL] Yes, that's correct. It's, it'll be the same for any patients with us. So same payer ID, same mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For this one also shows call reference number also, same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, shall I move on to the next one when you're ready.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, yes, I'm ready. What's the, uh, policy number?
[CUSTOMER][NEUTRAL] Just 1 2nd, sorry. 1 2nd, 1 2nd.
[CUSTOMER][NEUTRAL] The policy number is 01481848 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII], total charge on $391.75.
[AGENT][NEUTRAL] Uh, I don't show a claim on file.
[CUSTOMER][NEUTRAL] For this one is also no claim on file, right? For this one, the effective date and the term date to submit this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that is.
[AGENT][NEUTRAL] Effective date is [PII] and the account is active.
[CUSTOMER][NEUTRAL] It is still active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. It is [PII] still act to the pay ID same 60801. I just need to submit the same pay to address [PII], no timely filing limit. The call reference number also same, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I want to the last one?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on just a second, sorry.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what was the last policy number?
[CUSTOMER][NEUTRAL] 2111171.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Day of service?
[CUSTOMER][NEUTRAL] A [PII], total charge amount is $1,31037 even 1037.00.
[AGENT][NEUTRAL] Um, I don't have a claim on file for that amount.
[CUSTOMER][NEUTRAL] For this one also, I just need to submit this one, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. For this one, the effective date and the term date, please.
[AGENT][NEUTRAL] Um, please note too that you can go to [PII] to submit claims and also pull EOBs.
[AGENT][NEUTRAL] Um, his effective date is [PII].
[AGENT][NEUTRAL] Paid uh and that's uh terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It will effective on [PII], term dawn [PII], right? I was still active for the state of service. The pay ID is 60801. The pay to address [PII]. No timely filing limit for submitted. Call reference number is official team, your name and today's date, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. You have a great day. Bye-bye and take care.
[AGENT][POSITIVE] OK, thank you for calling APL [PII]. Have a good day.