AccountId: 011433970860
ContactId: ee906252-181d-4538-b5d0-511966159728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308750 ms
Total Talk Time (AGENT): 114707 ms
Total Talk Time (CUSTOMER): 122069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ee906252-181d-4538-b5d0-511966159728_20250109T14:37_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from providers billing office. How are you doing today?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][POSITIVE] Yes, great. Thank you so much for asking. Could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, [PII], thank you so much for that. So, [PII], before I proceed with this call, I just want to inform you one thing. This call is being recorded for quality and training purposes, [PII]. So would you like us to continue the recording of this call?
[AGENT][POSITIVE] Yes, how can I help you for that?
[CUSTOMER][POSITIVE] Thank you so much. So could you please help me with the claim status today?
[AGENT][NEUTRAL] Yes, and that policy number please.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name, [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] OK, let me see if I, the claim number, I mean, the policy number you've given me isn't coming up. So you said it's, it's uh [PII], that's the last name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Um, OK, the last name is [PII], [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes. No, the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And the first name is
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm sorry, do you mind giving me his date of birth again, please? I appreciate it.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] It's [PII], sorry, I'm so sorry, it's [PII] with the bill amount $417 even.
[AGENT][NEUTRAL] OK, [PII]. Let me see what I can find.
[AGENT][NEUTRAL] Excuse me just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. First of all, his policy number is 02.
[AGENT][NEUTRAL] 15
[AGENT][NEUTRAL] 362 1.
[AGENT][NEUTRAL] And uh for that data service, but I'm not finding anything for [PII] for [PII].
[AGENT][NEUTRAL] I don't show that we have
[CUSTOMER][NEUTRAL] Yeah, but actually we billed the claim, yeah, we billed a claim on [PII] uh as a paper claim.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, so, uh, if you could confirm the claim mailing address. Could you please confirm the claim mailing address for me?
[AGENT][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we billed uh for the same address but uh as a paper claim.
[AGENT][NEUTRAL] Right. I, I don't know that I, why I don't have it then. Um, I should, uh, but I'm not showing any claims for him for that date of service.
[CUSTOMER][NEUTRAL] OK, do you accept paper claims or electronic?
[AGENT][NEUTRAL] No, I think
[AGENT][NEUTRAL] Uh, we also accept electronic claims are
[AGENT][NEUTRAL] Electronic.
[CUSTOMER][NEUTRAL] Could you please let me know the electronic, yeah.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] OK, is that the payer ID 60801?
[AGENT][NEUTRAL] Uh, the, the payer ID is 60801 if you wanted to send it electronically, yes.
[CUSTOMER][NEUTRAL] OK. Actually, we will uh claim.
[CUSTOMER][NEUTRAL] Payer ID as a member ID 60801. So the member I the member ID is 02153621, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So, do we need, we need to build to this member ID right?
[AGENT][NEUTRAL] Uh, please, yes.
[CUSTOMER][POSITIVE] OK, thank you so much. We will definitely rebuild the claim with the correct ID. We bill it as a paper claim. Is that OK?
[AGENT][NEUTRAL] That is fine, yes.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Can I have the call reference please? And also, may I know the TFL timely filing limit.
[AGENT][NEUTRAL] Yes, my name is
[AGENT][NEUTRAL] Uh, there is no timely filing limit and, um, our, uh, reference today is my name which is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for the information and have a nice day. Bye.
[AGENT][POSITIVE] Thanks for contacting AP have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.