AccountId: 011433970860
ContactId: ea8acd35-102f-41f3-b022-4f06b283af23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244210 ms
Total Talk Time (AGENT): 73896 ms
Total Talk Time (CUSTOMER): 152715 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ea8acd35-102f-41f3-b022-4f06b283af23_20250625T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from provider's office to check on a claim status. Could you please help?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02137832.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is a river classing. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service is [PII]. Total service is $2,106 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, let me check. Yeah, primary BCBS paid for $1,119.62 and we have a balance of $279.88 of coinsurance.
[AGENT][POSITIVE] OK, uh, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show you received that claim for that data service. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] One moment, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII]. OK.
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Uh, that is correct. If you like, you can remail the claim to our office or give you a fax number you can fax it to us.
[CUSTOMER][NEUTRAL] OK, so, and may I know the timely filing limit to resubmit an employee?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][POSITIVE] I like that. I love that.
[CUSTOMER][NEUTRAL] And there is no time, OK. And we bill it with the correct mailing address, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And uh could you spell your name for documentation?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. May I know the patient's uh effective date, term date?
[AGENT][NEUTRAL] Effective [PII], policy terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] OK, so it active for data and may I know the fax number as well to submit a claim.
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you mean the call that for this entire call.
[AGENT][NEUTRAL] Uh, you may use my name at today's date. It's [PII].
[CUSTOMER][POSITIVE] OK. And then thanks for your help. Have a great day, OK. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.