AccountId: 011433970860
ContactId: f27ad28b-cafb-4840-9f8b-99f7b65a4ea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260320 ms
Total Talk Time (AGENT): 100897 ms
Total Talk Time (CUSTOMER): 78052 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f27ad28b-cafb-4840-9f8b-99f7b65a4ea0_20250106T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from South Regional Healthcare. Just wanted to check up on the claim status.
[AGENT][NEUTRAL] Sure, I can help you with the claim status. [PII], can I please have a callback number in case we get disconnected and I may call you back?
[CUSTOMER][NEUTRAL] Sure it's [PII] with the [PII] [PII] and please could you please spell out your name for me?
[AGENT][POSITIVE] [PII] last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure, and [PII], what is that policy certificate or member ID number please?
[CUSTOMER][NEUTRAL] It is 148.
[CUSTOMER][NEUTRAL] 693 5.
[AGENT][POSITIVE] Thank you, and just give me one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And may I please have you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service and the amount on your claim, please?
[CUSTOMER][NEUTRAL] The Day of service is of [PII] with a billed amount of $80.26.
[AGENT][NEUTRAL] 80802 and 26 cents for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, 80.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright great thank you just give me one moment to search claims please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm gonna pull a claim image so it'll be just one moment please yeah.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, it appears I do not have a claim on file for that claim amount. Um, I have, uh, 611 2024 for $80.26. I do not show that claim on file. Would you like to verify any uh information?
[CUSTOMER][NEUTRAL] Well, uh, only the only claim that I have for the date of service is [PII] is for $80.26 only. So you're saying there's no claim on file with that date of service and the bill amount?
[AGENT][POSITIVE] And that right and that build them out that's correct.
[CUSTOMER][NEUTRAL] OK, no worries. And well, do you accept claims through fax?
[AGENT][NEUTRAL] And I do show a claim came through and it was a venna puncture.
[AGENT][NEUTRAL] Yes, and I was gonna ask you, would you like our claims fax number?
[CUSTOMER][POSITIVE] Yeah, sure, please go ahead with it.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And just be
[CUSTOMER][NEUTRAL] Any attention to?
[AGENT][NEUTRAL] Um, it'll just be attention claims and be sure to include the explanation of benefits from the primary insurance.
[CUSTOMER][POSITIVE] Absolutely, and can you also let me know the time refunding limit?
[AGENT][NEUTRAL] Um, there's no timely filing for this policy?
[CUSTOMER][POSITIVE] OK, no worries, thank you so much, and [PII], can you lastly help me with the call reference number?
[AGENT][NEUTRAL] Certainly the call reference number is my name and today's date. My first name again it's [PII] today's [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much [PII]. Well then that is it from my side.
[AGENT][POSITIVE] Thank you for calling APL and I I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.