AccountId: 011433970860
ContactId: ef4d5c2e-0882-4722-a43c-1973999d6a39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244710 ms
Total Talk Time (AGENT): 82074 ms
Total Talk Time (CUSTOMER): 113609 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ef4d5c2e-0882-4722-a43c-1973999d6a39_20250127T15:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I wanted to know about one patient's eligibility.
[AGENT][NEUTRAL] I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 0251298 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] to just go back
[CUSTOMER][NEUTRAL] [PII] did I want no extension?
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII], [PII].
[AGENT][NEUTRAL] Uh, can you give me the policy number again, [PII]? I think I left off a digit. I have 0251298.
[CUSTOMER][NEUTRAL] Can you give me the policy number again, [PII]? I think I left all the digit. I have 0251.
[CUSTOMER][NEUTRAL] Yeah, uh 02512982 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, so there's a 2 after the 8. OK, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying one moment.
[AGENT][NEUTRAL] And you're wanting the effective date and the policy is active?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so I showed up, I have that information for you. The policy effective date is [PII]. Uh, this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] I have that
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So no current policy for this patient at this time and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] What is the claim mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 950
[AGENT][NEUTRAL] Oklahoma City, Oklahoma.
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] 7312
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] Uh, just give me a minute, OK, and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, where is this? OK, and, uh, 8950, can I get to know, um.
[CUSTOMER][NEUTRAL] I said payer ID
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 60801 and can you just help me with claim status of two claims otherwise I have to rebuild it.
[AGENT][NEUTRAL] And what are the dates of service in charge?
[CUSTOMER][NEUTRAL] I, uh, [PII] $235 even.
[AGENT][NEUTRAL] And what's the other one?
[CUSTOMER][NEUTRAL] Uh, [PII] $235 even.
[AGENT][NEUTRAL] And were the claim submitted to the address just verified?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, correct. Same address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount that you provided are, are these the total bill charges?
[CUSTOMER][NEUTRAL] 235, yes, each one of for $235.
[AGENT][NEUTRAL] OK, so it was
[AGENT][NEUTRAL] And so is this the professional charge or is it the hospital charge?
[CUSTOMER][POSITIVE] Professional.
[AGENT][NEUTRAL] OK, I do not show those two claims on file uh for this patient.
[CUSTOMER][POSITIVE] No issue at no issue at all.
[CUSTOMER][NEUTRAL] It is not on file and what is the time you're having to submit a claim that's it.
[AGENT][NEGATIVE] No timely filing to submit a claim.
[CUSTOMER][NEUTRAL] a.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] One thing more, uh, OK, yeah, that's it then uh reference number?
[AGENT][NEUTRAL] My name and today's date and anything else?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Uh, just spelling name, no.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] No, you're welcome. Thank you for calling ATL Adam. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.