AccountId: 011433970860
ContactId: e42d863b-3b68-4d06-83ee-8a69c1776a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248110 ms
Total Talk Time (AGENT): 72632 ms
Total Talk Time (CUSTOMER): 86121 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e42d863b-3b68-4d06-83ee-8a69c1776a92_20250609T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], uh, calling from, uh, Permanent Regional providers billing office. This is regarding for, uh, claims. This is regarding for eligibility.
[AGENT][NEUTRAL] Eligibility or claims [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is regarding for eligibility. I apologize.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] callback number is [PII]. Extension number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Extension [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02538437
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were on eligibility on this policy?
[CUSTOMER][POSITIVE] I'm right.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Policy is active.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] I just need to know uh what is the timely filing for the secondary submission?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] No idea.
[AGENT][NEUTRAL] I didn't understand your question.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] timely filing limit for secondary submission.
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK, so when, uh, we can submit whenever.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what's the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, if we are submitting a secondary claim, uh, we need, you need a uh I mean how to submit this, uh, primary EOB and, uh, claim form, is that fine for you? Or any written letter?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] With that
[AGENT][NEUTRAL] No, we just need the itemized bill and the claim, I mean the EOB.
[CUSTOMER][NEUTRAL] Oh, OK, got it. What's the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a wonderful day. Take care, bye-bye.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] Yeah bye.