AccountId: 011433970860
ContactId: ed5df709-586e-4d49-9d84-bd2f9032c55a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343299 ms
Total Talk Time (AGENT): 122362 ms
Total Talk Time (CUSTOMER): 109891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ed5df709-586e-4d49-9d84-bd2f9032c55a_20250508T15:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], calling from MUSC. I'm calling to check on the claim status on the member.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's a direct line and it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02135112
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] $7,519 even.
[AGENT][NEUTRAL] OK, so [PII]. All right, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII], and that's just optional. And let me pull this ELB. OK, one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have the procedure code or is it a facility charge?
[CUSTOMER][NEUTRAL] Uh, it's a facility charge, um, it's multiple codes on the claim.
[CUSTOMER][NEUTRAL] But it was actually mailed to your office on [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If that helps.
[AGENT][NEUTRAL] Do you have a procedure code by any chance?
[CUSTOMER][NEUTRAL] Um, as we, well, it was built with multiple procedure codes on the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] You can give me one.
[CUSTOMER][NEUTRAL] You want me to just reiterate one? OK. Um, one of them is 36415.
[AGENT][NEUTRAL] I can go. Yeah, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that one is definitely not in.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me just pull what I got and see because it doesn't look like I have it, um.
[AGENT][NEUTRAL] Based on what you're telling me and what I have here, but let me just pull these documents and see if maybe they have split it up. I'm not sure. Let's see.
[AGENT][NEUTRAL] They all should be in one claim in one single claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I don't see a single claim for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, so, what is a good, uh, mailing address to submit this claim to?
[AGENT][NEUTRAL] OK, the address where it needs to go to is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, you mentioned that was [PII], and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And what is your timely filing for claim submission?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 75. OK. And that's all the questions concerning this claim. Um, how do you spell your name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK. And can you please provide me with the reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] That was all. Thank you, so.
[AGENT][POSITIVE] Mhm. OK. You're welcome and thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well. Mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.