AccountId: 011433970860
ContactId: f13562fd-f52a-4858-b9da-37a65e55efdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331519 ms
Total Talk Time (AGENT): 124071 ms
Total Talk Time (CUSTOMER): 79879 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f13562fd-f52a-4858-b9da-37a65e55efdd_20250108T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. I'm just calling regarding a claim status.
[AGENT][NEUTRAL] OK, you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh yes, one claim only.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Callback number, it's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Sure. It's 01636009.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Sure. This is for White [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Date of service is [PII]. And the billing amount is $19,477.32.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for this member for this data service and this total bill amount, [PII].
[CUSTOMER][NEUTRAL] OK. Sure, no problem. May I have uh the information, where can I submit the payer ID?
[AGENT][NEUTRAL] The, the, excuse me, the payer ID would be 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[AGENT][NEUTRAL] And we will have to have a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with the claim for review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once our claim has been processed with APO you may access the EOB and check claim status by going to our portal and that website for that is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Can I have the timely filing limit for submitting a claim?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] There is no timely filing with APL.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. And
[CUSTOMER][NEUTRAL] That is all that I need.
[AGENT][NEUTRAL] OK. I'm sorry, that's all you need today?
[CUSTOMER][NEUTRAL] May I have the call reference please?
[CUSTOMER][NEUTRAL] Mhm. Yes. May I have the call reference?
[AGENT][NEUTRAL] Yes, ma'am. You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] My name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Mhm. It's [PII], right?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a great day to you. Bye for now.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a great day as well, [PII].
[CUSTOMER][POSITIVE] Mhm. You too. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.