AccountId: 011433970860
ContactId: f1a73964-80e5-4dae-a3ad-e0acd54e35a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538770 ms
Total Talk Time (AGENT): 166640 ms
Total Talk Time (CUSTOMER): 187028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f1a73964-80e5-4dae-a3ad-e0acd54e35a6_20250226T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office that to check on a claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number. Just give me a second so that I can help you with the details. The policy ID is 1265678.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, data service is [PII]. The total charge amount of $170 the total charge of $355 even.
[AGENT][NEUTRAL] OK, that was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes. Yeah.
[AGENT][NEUTRAL] OK, for 355. All right, thank you one moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, um, I'm not showing that we've received a claim for that date of service, [PII].
[CUSTOMER][NEUTRAL] There is no claim on file. Just give me a second. Can you please help me with the mailing address?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, sorry.
[AGENT][NEUTRAL] Oh, you're OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] Can you please spell that?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEGATIVE] It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is OK.
[AGENT][NEUTRAL] Yes, [PII], OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. And what is the ZIP code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And can you please tell me, is the patient active for data service?
[AGENT][NEUTRAL] Yes, the effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] [PII] or
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] With no term date?
[AGENT][NEUTRAL] Correct, it is currently active. I've also got a fax number and a payer ID if you'd like, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, just give me a second. Yeah, can you please tell me the payer ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] Yeah, and uh what is the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No timely filing limit. OK. Can you please uh help me with the call reference number for this?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Can you please spell out your name for me?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII] on the next one, same patient but different data service I have.
[AGENT][NEUTRAL] OK, I'm sorry, you did say this was the same patient?
[CUSTOMER][NEUTRAL] Yeah, same patient.
[AGENT][NEUTRAL] OK, what was the date of service?
[CUSTOMER][POSITIVE] Uh yeah. Just give me a second. I'll help you with that.
[CUSTOMER][NEUTRAL] Yeah. The next date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the uh billed amount?
[CUSTOMER][NEUTRAL] The total charge amount is
[CUSTOMER][NEUTRAL] $355 even.
[AGENT][NEUTRAL] OK, and that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have the uh what was the tax ID for the provider [PII]?
[CUSTOMER][NEUTRAL] Uh yes. The tax ID is [PII].
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for the state of service from that provider.
[CUSTOMER][NEUTRAL] Uh, just give me a second.
[CUSTOMER][NEUTRAL] Uh, next one, same patient.
[AGENT][NEUTRAL] Different data service?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah, just give me a second.
[CUSTOMER][NEUTRAL] Just a second. I'll help you with the details.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The next date of service I have here is
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, with the total charge amount of $511 even.
[AGENT][NEUTRAL] 5:11. OK, one moment. Was this for the same provider?
[CUSTOMER][NEUTRAL] Uh, the tax ID is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, we have not received a claim for this state of service either.
[CUSTOMER][NEUTRAL] Yeah, just give me a second.
[CUSTOMER][NEUTRAL] Yes, the next state of service I have here is.
[CUSTOMER][NEUTRAL] Um, for [PII], are you able to see any claims?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Oh, what was that bill amount?
[CUSTOMER][NEUTRAL] Uh, the total charge amount is $170 even.
[AGENT][NEUTRAL] 170, OK.
[AGENT][NEUTRAL] OK, no, I don't have any claims for that amount for this state of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah. The next day service I have here is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The next day.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't have any claims for that date of service.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][POSITIVE] Thank you so much for your patience. The next state of service is
[CUSTOMER][NEUTRAL] Uh, it is [PII] of 2023.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, yeah, no claims for the state of service either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she didn't want the last uh data service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just for a second.
[CUSTOMER][NEUTRAL] Yeah, the next date of service is [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII] again?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, yeah, I don't have any claims for that date of service.
[CUSTOMER][POSITIVE] OK. We resubmit the claim. Thank you so much for your patience. Have a nice day.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.