AccountId: 011433970860
ContactId: e559b8aa-849a-4f88-ae05-97e622cfc036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446880 ms
Total Talk Time (AGENT): 194931 ms
Total Talk Time (CUSTOMER): 167976 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e559b8aa-849a-4f88-ae05-97e622cfc036_20250523T20:22_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. This is [PII]. I'm calling from provider office to check the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, definitely. It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm calling from HCFL Mes Hospital.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat?
[CUSTOMER][NEUTRAL] HCAFL Mersey Hospital.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] May I have the patient's policy number? Yes.
[CUSTOMER][NEUTRAL] You're asking about the policy number, right?
[CUSTOMER][NEUTRAL] Yeah, 025.
[CUSTOMER][NEUTRAL] 111.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII] at the bankers will close.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII], the first name is [PII] Way, [PII].
[AGENT][NEUTRAL] OK, what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] No, the date of service. May I have the date of service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK. That's the date of service [PII].
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] $43,891.42.
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find this thing.
[AGENT][NEUTRAL] For future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] 98 [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] OK, you're saying no climate, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the correct mailing address?
[AGENT][NEUTRAL] The address to submit claims is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Could you please spell it for me, if you don't mind?
[AGENT][NEUTRAL] [PII] is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] city name, please?
[AGENT][NEUTRAL] Yes, [PII] is the state.
[CUSTOMER][NEUTRAL] So it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] State
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] And the zip, uh state, please?
[AGENT][NEUTRAL] Mm mm mm no, let me start all over again, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, thank you. And may I know the payer ID?
[AGENT][NEUTRAL] this one needs to be either sent by mail or fax. We need the primary EOB attached to it.
[AGENT][NEUTRAL] I can give you the payer ID for your records, but it needs to be either fax or mail, OK? And the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK. May I know the time caring limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You don't have time to tell them. OK. May I know the group name and group number?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The group name is
[CUSTOMER][POSITIVE] I didn't find any claims or no reports at all.
[AGENT][NEUTRAL] Dylan construction.
[AGENT][NEUTRAL] That's D E L A N T.
[AGENT][NEUTRAL] Construction.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The number is 2.
[CUSTOMER][NEUTRAL] I know the group number?
[AGENT][NEUTRAL] 21649.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the patient name?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] May, may I know the patient plan type?
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So under the supplementary plan, right?
[AGENT][NEUTRAL] Yes. Secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And may I know the
[CUSTOMER][NEUTRAL] Policy effect on termination date please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] Thank you. And may I get the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in date.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you very much. I really appreciate your assistance. Uh, may I get your good name, please? Sorry, I apologize, um, I forget your name.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] My friend
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So right
[AGENT][NEUTRAL] Yes, so, um,
[CUSTOMER][POSITIVE] Nothing else, sir. Thank you very much. Yeah, nothing else sir. I really appreciate your assistance. Have a good day. A weekend. Take care. Bye-bye.
[AGENT][POSITIVE] You as well. Thank you for calling PO. Have a good day. Bye-bye.