AccountId: 011433970860
ContactId: ea762285-a574-4bde-80c0-3b5d1bad0251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266260 ms
Total Talk Time (AGENT): 91747 ms
Total Talk Time (CUSTOMER): 90797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ea762285-a574-4bde-80c0-3b5d1bad0251_20250203T21:07_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi there, this is [PII] calling from the provider's office. I wonder if I could check on, I think a couple claims for a patient please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, let's see.
[CUSTOMER][NEUTRAL] Some is here.
[CUSTOMER][NEUTRAL] We have 018027667.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][NEUTRAL] And the date of service and those charges on the claim.
[CUSTOMER][NEUTRAL] Uh, let's first look at a [PII].
[CUSTOMER][NEUTRAL] That's for $510.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for her. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Let me see if she has.
[CUSTOMER][NEUTRAL] Uh, pro.
[CUSTOMER][NEUTRAL] Not probably let me look here.
[CUSTOMER][NEUTRAL] Yeah it should have been electronic.
[CUSTOMER][NEUTRAL] Yeah this one was here.
[CUSTOMER][NEUTRAL] Well this would be a secondary policy to United Healthcare, correct?
[AGENT][NEUTRAL] Yes, ma'am. And we would need the EOB um from primary, from the primary insurance company along with the um HIFA or UB.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what's um
[AGENT][NEUTRAL] And claims can be, mhm.
[CUSTOMER][NEUTRAL] Go ahead
[CUSTOMER][POSITIVE] You can go ahead thank you.
[AGENT][NEUTRAL] I was gonna let you know that claims can be faxed in or mailed in or I can give you the payer ID again.
[AGENT][NEUTRAL] Verify that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How about I have all 3 if you want mine?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number is?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Apartment OK.
[AGENT][NEUTRAL] And then our mailing address is [PII].
[AGENT][NEUTRAL] And attention to the claims department.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I could just make sure so it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, um, can I trouble you for a reference number and your name please for our call.
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Not today.
[CUSTOMER][POSITIVE] Yeah, thank you, Miss [PII]. I appreciate your time.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thanks.