AccountId: 011433970860
ContactId: f1bc9336-7693-40e7-a875-4d2e4c9bb996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233850 ms
Total Talk Time (AGENT): 73728 ms
Total Talk Time (CUSTOMER): 118021 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f1bc9336-7693-40e7-a875-4d2e4c9bb996_20250124T22:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII]. I'm calling you from Northside Hospital. I'm sorry, I was calling to check the status on a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Callback number direct is area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. I have 02406558, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, this is on a claim for patient uh [PII], last name, oh, I don't know how to pronounce her last name, but it's spelled [PII] Um I have a date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, the date of service, let's see here, we billed you guys for [PII] for total charges of $12,298.50.
[AGENT][NEUTRAL] OK, let me see if I can find this claim and that was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like we have not received the facility charges for this member for that date of service.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me just verify, um, it looks as though.
[CUSTOMER][NEUTRAL] See, we try to build a claim to or let's see what did that biller say.
[CUSTOMER][NEUTRAL] OK, it looks like they hold on, I'm so sorry, one second, this thing is kind of blurred, just a little.
[CUSTOMER][NEUTRAL] Uh one second. OK, since they, they said they billed it to American public life.
[CUSTOMER][NEUTRAL] Um, [PII]. Is that correct?
[AGENT][POSITIVE] That is correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and um, yeah, and then in the event they try to send it electronically, what would be the payer ID number?
[AGENT][NEUTRAL] OK. The payer ID number is 60801. Again, that's 60801. Now, this being a secondary supplemental plan, um, we need the um the claim to be sent by fax or mail because we need the explanation of benefits attached to it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I got it. OK, I'll go ahead and send this back over to our biller um to bill it paper, um, your name and the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK. All righty. uh, so your name and today's date as the, as the uh call reference number, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is a reference because we don't have a reference numbers you can use my name in the state, mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, got it. Alrighty then, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.