AccountId: 011433970860
ContactId: e7ed52b7-c787-48ec-a10f-b8e49659608d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334600 ms
Total Talk Time (AGENT): 130271 ms
Total Talk Time (CUSTOMER): 114156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e7ed52b7-c787-48ec-a10f-b8e49659608d_20250620T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the member ID is going to be 025894887.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Sure, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, sorry, uh, the date of services [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $138 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received any claims for that date of service. However, I do see that we have received some claim information on [PII] that is currently in line for processing. I'm not sure when you sent that claim information if it's, it could be that, otherwise it would have to be resent.
[CUSTOMER][NEUTRAL] We've received
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and for confirmation, is there any claim on file for the state of service or not?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, uh, no problem. Thank you so much for the information and uh can you provide me the start date and the date of this policy?
[AGENT][NEUTRAL] Um, effective date was, uh, [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Date was uh
[AGENT][NEUTRAL] And I do have a mailing address fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so that mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much and how much is the timely filing limit?
[AGENT][NEUTRAL] There is no timely filing limit. Did you need the fax number and the pay ID as well?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and it's, uh, is it OK to submit as an electronic, right? Or we need to submit in a primary.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] We do need a primary EOB, yes, but I do have that um payer ID as well that's uh 60801.
[CUSTOMER][NEUTRAL] We do need
[CUSTOMER][NEUTRAL] OK, and no time refunding limit, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much and I do have another 30 of service for the same member.
[AGENT][NEUTRAL] Um, OK, what was that other day service?
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $150 even.
[AGENT][NEUTRAL] So that was 160.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, no, I don't have any claims for that date of service uh either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the next state of service is going to be [PII] and the bill amount is $160 even.
[AGENT][NEUTRAL] OK, no, so I will say I only have one claim on file for this member and that was for the date of service of [PII]. I have no other claims on file for this number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think the state
[CUSTOMER][NEUTRAL] And different
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[CUSTOMER][NEUTRAL] And uh could you please spell out your name for me?
[AGENT][NEUTRAL] Sure it's [PII]
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] Thank you and the call reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my last initial is [PII], was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Reference number would just be
[CUSTOMER][NEUTRAL] Last
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] That's all for today. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.