AccountId: 011433970860
ContactId: f0bc2b53-7a52-475a-9e42-a8eb3112e8e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194160 ms
Total Talk Time (AGENT): 68455 ms
Total Talk Time (CUSTOMER): 102355 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f0bc2b53-7a52-475a-9e42-a8eb3112e8e5_20250513T17:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] here calling from Southwest Skin and Vine Center. This call is regarding a book client status. Could you please help me with that?
[AGENT][POSITIVE] Yeah, I kind a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, my good callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I do have. So the policy number is 02144652.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh what was the date of service for this time?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. The charge amount is $748.66.
[AGENT][NEUTRAL] OK, that was [PII] for $748.66.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm not showing that we have received claim for that date of service for this for [PII].
[CUSTOMER][NEUTRAL] OK, actually we have, uh, made a call on [PII]. So that time also one of your representatives stated that there is no claim on file. So, uh, she suggested to resubmit the claim to fax number. So we have filed a claim to your fax. So the fax number is [PII].
[CUSTOMER][NEUTRAL] Did you guys receive it?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] I have not received it, so you can resend it through fax. Um, I've also got a mailing address and a payer ID if you'd like that information as well.
[CUSTOMER][NEUTRAL] Yeah, the payer ID is 60801, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, uh, may I know the time filing limit for submitting a claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, then, OK, can I have the patient effective date?
[AGENT][NEUTRAL] Yes, effective date for this policy was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And they did terminate [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And yeah, [PII], thank you so much for your help and uh can I have your call reference number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help and have a great day. Bye for now.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.