AccountId: 011433970860
ContactId: ed48aac3-3e1c-49d7-924c-9225dfb66d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575530 ms
Total Talk Time (AGENT): 100943 ms
Total Talk Time (CUSTOMER): 182286 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ed48aac3-3e1c-49d7-924c-9225dfb66d98_20250428T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So hi [PII], my name is [PII]. I'm calling from provider's office. Can I have a claim status?
[AGENT][POSITIVE] Yeah, I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Definitely. So, uh, do you mind spelling your name? It's [PII]
[AGENT][NEUTRAL] With an [PII] at the end, [PII]
[CUSTOMER][NEUTRAL] And what is initial your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] So the last name would be sorry, the patient ID just a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh it's 01477436.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you, data service.
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] You have been better.
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the bill amount would be $2,971.
[AGENT][NEUTRAL] Do you have a different amount after the primary paid?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Uh, so it has left to $36 as a patient responsibility.
[CUSTOMER][NEUTRAL] So might it got transferred to you, but the bill that no it's 3 326 um but the total bill charges are $12,971.
[AGENT][NEUTRAL] For 200
[AGENT][NEUTRAL] 236.
[AGENT][NEUTRAL] OK, one moment here, let me take a look.
[AGENT][NEUTRAL] And you don't have a claim number, correct?
[CUSTOMER][NEUTRAL] No, I don't have a claim number.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Doesn't look like we have any claims on file for that billed amount.
[CUSTOMER][NEUTRAL] So you don't have any claim for this. Just a moment. Could you please verify the address for me? I need to check my clearing house if there is any reaction for that.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just provide me a moment please.
[AGENT][NEUTRAL] The claims mailing address is gonna be [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Zip code is [PII], sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, just a moment please.
[CUSTOMER][NEUTRAL] And what is the timely filing to submit a claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Fresh cream.
[CUSTOMER][NEUTRAL] Just let me a moment, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I think I should resubmit it.
[AGENT][NEUTRAL] Uh, yes, so there's
[CUSTOMER][NEUTRAL] But as you have told me.
[AGENT][NEGATIVE] There's nothing on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So there is nothing on file for the amount?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, just home.
[CUSTOMER][NEGATIVE] $326.35. There is nothing for this amount also.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I think we have billed it to the correct address. So, have you checked your clearing house?
[AGENT][NEUTRAL] Yes, there's nothing on file. I apologize.
[CUSTOMER][NEUTRAL] Because we have built this claim uh again for 5 times and still if there is no.
[CUSTOMER][NEUTRAL] I know. So, uh, this will be your payer ID it's 64556.
[AGENT][NEGATIVE] No, that's incorrect.
[CUSTOMER][NEUTRAL] So what is your payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the fax number as well?
[CUSTOMER][POSITIVE] Yeah, helping with one.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Is there anything else that I can check on for you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what would be a call reference number for this?
[AGENT][NEUTRAL] That would be my name with my last initial than today's date.
[CUSTOMER][NEUTRAL] And [PII], what is like, uh, this patient have coverage with?
[CUSTOMER][NEUTRAL] The spare like with you?
[AGENT][NEUTRAL] The effective date on the policy is [PII]. Patient is still, um, looks like.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Patient was active until [PII].
[CUSTOMER][NEUTRAL] OK. So it was [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You're such a great help to me and bye for now.
[AGENT][POSITIVE] You have a good day. Bye-bye.