AccountId: 011433970860
ContactId: e3e72ef8-b1bd-49e2-9164-da02e30a0df0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619330 ms
Total Talk Time (AGENT): 171500 ms
Total Talk Time (CUSTOMER): 161406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e3e72ef8-b1bd-49e2-9164-da02e30a0df0_20250408T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. My last in is a name for my calling on behalf of provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the uh last name is uh [PII]
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] OK, and [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Uh, in my system, it is showing like 041687004.
[AGENT][NEUTRAL] Clack one of our policy numbers but let me check it.
[AGENT][NEUTRAL] No sir, that's not our policy number. Do you see another number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, here it is showing like uh Z for Zulu, Z for Zulu, 2591347.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you repeat the policy number one more time?
[CUSTOMER][NEUTRAL] Z for Zulu, Z for Zulu, 259.
[CUSTOMER][NEUTRAL] 1347.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wouldn't be it either. Do you have his social security number?
[CUSTOMER][NEUTRAL] Uh, I don't have. Can you please check the name and date of birth, please?
[AGENT][NEUTRAL] OK, I will look and see if we could find a [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] Uh, one second. [PII] was live in uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me keep looking.
[AGENT][NEUTRAL] Do you have his address?
[CUSTOMER][NEUTRAL] Yes, uh, the address is, uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the address again please, sir? I'm sorry, the phone glitched out.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] It's no [PII].
[AGENT][NEUTRAL] OK, let me keep looking.
[AGENT][NEUTRAL] OK. I think I found him.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] is a very common name.
[AGENT][NEUTRAL] There's a lot of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, I have it.
[AGENT][NEUTRAL] OK, and then what is the data s?
[CUSTOMER][NEUTRAL] Yeah, it's 192025.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], what is the data service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK and then can you give me the charge amount?
[CUSTOMER][NEUTRAL] Uh, $4,136 even that is $4136.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One second. After the charges included, uh,
[CUSTOMER][NEUTRAL] That is $2015.02 like 2015 and 02 cents.
[AGENT][NEUTRAL] OK, thank you. And then one last question, sir, can you please give me the name of the facility went to?
[CUSTOMER][NEUTRAL] Uh, it's, yeah, it's Beer anesthesia Service INC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up that claim for you and I will be right back sir.
[CUSTOMER][NEUTRAL] Yeah, uh, in meanwhile, can I get the correct member ID?
[AGENT][NEUTRAL] It's gonna be a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you for holding for me.
[AGENT][NEUTRAL] For data service of [PII], I do not find a claim on file for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me give you the good policy number so that you have that.
[CUSTOMER][NEGATIVE] No, I cannot get that.
[AGENT][NEUTRAL] You don't want the policy number?
[CUSTOMER][NEUTRAL] I want the policy number.
[AGENT][NEUTRAL] Yes, OK, um, the policy number is 253.
[AGENT][NEUTRAL] 81
[AGENT][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] 253-815-3.
[AGENT][NEUTRAL] And you
[AGENT][POSITIVE] Yes, that's correct and you can resubmit the claim.
[CUSTOMER][NEUTRAL] Uh, can I get the, uh, payer ID and uh all address also?
[AGENT][NEUTRAL] The number is 60801.
[AGENT][NEUTRAL] And we also have a fax number that you can send the claim to. Would you like the fax number?
[CUSTOMER][NEUTRAL] Uh, we will submit electronically only.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the address for that?
[AGENT][NEUTRAL] The address to submit claims by paper?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, like electronic pay pay uh like uh payer ID and uh, the your mailing address.
[AGENT][NEUTRAL] Uh, we just have the payer ID number. It's 60801.
[CUSTOMER][NEUTRAL] Uh, there is no PO box number?
[AGENT][NEUTRAL] We have PO Box 248,950 that's [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, can I get the one second again, the ZIP code number? It's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh no, the ZIP code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. What is the TFL for this?
[AGENT][NEUTRAL] What is, can you repeat that question please, sir?
[CUSTOMER][NEUTRAL] Yeah. Yeah, timely filing limit.
[AGENT][NEUTRAL] We don't have a timely filing limit as long as the policy was active on the date of service, you can submit the claim at any time.
[CUSTOMER][POSITIVE] Yeah, got it.
[CUSTOMER][NEUTRAL] Can I get uh
[CUSTOMER][NEUTRAL] The call reference number?
[AGENT][NEUTRAL] Yes, sir. You can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII], I think that's it from my end and thank you for assisting me.
[AGENT][POSITIVE] You're very welcome [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye bye sir.