AccountId: 011433970860
ContactId: e72121f1-00fe-44ba-89d1-1a0fd6241d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175050 ms
Total Talk Time (AGENT): 53552 ms
Total Talk Time (CUSTOMER): 68778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e72121f1-00fe-44ba-89d1-1a0fd6241d69_20250226T19:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from office. I'm here in order to check the claim information for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claim information today also if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's the direct line.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 025384225.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII], and the date of birth is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And what is the date of service?
[CUSTOMER][NEUTRAL] The date of service is um [PII].
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] There is no claim on file, is it right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] In order to submit a claim.
[CUSTOMER][NEUTRAL] Uh, what is the procedure?
[AGENT][NEUTRAL] Um, I'm sorry, what you, you need our claims address, the payer ID, the fax number?
[CUSTOMER][NEUTRAL] Yeah, I just need the payer ID and the timely filing limit in order to submit the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there is no timely filing and the payer ID is 60801.
[CUSTOMER][NEUTRAL] 6080.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] OK. Thank you so much. And uh
[CUSTOMER][POSITIVE] OK. Thank you so much for this information.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, um, no, that's it for today. Can I have your name and number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] And the today's date is, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a wonderful day. Goodbye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.