AccountId: 011433970860
ContactId: ed8b39f3-735d-4f9d-b77c-3727e59a0d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348529 ms
Total Talk Time (AGENT): 75543 ms
Total Talk Time (CUSTOMER): 128124 ms
Interruptions: 0
Overall Sentiment: AGENT=-1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ed8b39f3-735d-4f9d-b77c-3727e59a0d31_20250530T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Crossing the
[CUSTOMER][NEUTRAL] Uh, yes, the policy number I have it.
[CUSTOMER][NEUTRAL] 1896483.
[AGENT][NEUTRAL] I'm sorry, what was the last two digits?
[CUSTOMER][NEUTRAL] I'm sorry, 1896483.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] My callback number [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The service is [PII]. bill amount is $870 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't show we received that claim and the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] Um one moment.
[CUSTOMER][NEUTRAL] OK, I'm 5 service. May I know when the policy turn down?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have 9 more claims for the same patients, different data service. Could you assist me with that?
[AGENT][NEUTRAL] Or any of the dates of service after [PII].
[CUSTOMER][NEUTRAL] Uh, everything is after [PII], but I want to know what the payment is received or not.
[AGENT][NEUTRAL] OK, next data service?
[CUSTOMER][NEUTRAL] One moment. Uh, date of service is August, I'm sorry, it's [PII] $840.
[AGENT][NEGATIVE] Have not received the claim.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Uh, [PII], billed amount $545.
[AGENT][NEGATIVE] We had not received the claim.
[CUSTOMER][NEUTRAL] Uh, one moment, I'm pulling up the next claim here.
[CUSTOMER][NEUTRAL] May I know what is the family filing limit for the claim submission for the general information?
[AGENT][NEUTRAL] There's no time limit to submit.
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Can you please confirm the address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So, the next claim is [PII] bill amount $60 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], bill amount $50 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] No claim on for April for the April month.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, [PII], last initial [PII]
[CUSTOMER][NEUTRAL] I'm sorry, what is the initia again?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Your initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure, sir. Thank you so much. One normal last two claims. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] will the amount $50 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What about the rate of service? April [PII] 2024 $60.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Could you please tell me the caller reference number then?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][POSITIVE] Sure, thank you. Bye.
[AGENT][POSITIVE] Mhm, thanks for calling APO have a great day.
[CUSTOMER][NEUTRAL] Yeah