AccountId: 011433970860
ContactId: f64ad396-1973-43ed-9cc0-6def2409a7c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348040 ms
Total Talk Time (AGENT): 143308 ms
Total Talk Time (CUSTOMER): 66876 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f64ad396-1973-43ed-9cc0-6def2409a7c4_20250620T20:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office for checking claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 02598062.
[AGENT][NEUTRAL] Thank you. One moment please, while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hey, so any information 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 date of birth?
[CUSTOMER][NEUTRAL] Yes. Patient is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] [PII], amount is $1,428 even.
[AGENT][NEUTRAL] OK, that was $328 2025 for $1,428 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the name of the provider group that you're calling on behalf of Hazel?
[CUSTOMER][NEUTRAL] It is AMI Columbia Anesthesia LLC.
[AGENT][NEUTRAL] OK, so as of now, [PII], we do not have a claim on file for this provider for this data service and build them out.
[CUSTOMER][NEUTRAL] Mm, OK. Uh, so, can you help me with the, uh, the payer ID and the claim mailing address?
[AGENT][NEUTRAL] Yes ma'am, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so for this.
[AGENT][NEUTRAL] Members policy.
[AGENT][NEUTRAL] The payer ID is 64556.
[AGENT][NEUTRAL] And the claim's mailing address will be to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Which is spelled [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what is the timely filing for submitting claim?
[AGENT][NEGATIVE] There is no timely filing limit?
[CUSTOMER][NEUTRAL] OK. And is the patient, uh patients plan active for the data service?
[AGENT][NEUTRAL] This policy is active with an effective date showing of [PII].
[CUSTOMER][NEUTRAL] Got it. And what will be our call reference number?
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[AGENT][NEUTRAL] And also [PII], once the claim has been received and processed, we do have a portal that you should be able to check claim status in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I tell you, before we get, yes ma'am, before we get off the line, let me check one more thing for you on the claim, so bear with me just a second please.
[CUSTOMER][POSITIVE] OK, that's great.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so yes ma'am, I, I just could see that we had received some new information for this number, but this is not your claim, so yes, we do not have that on file.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else?
[CUSTOMER][NEUTRAL] Uh, that's fine.
[CUSTOMER][POSITIVE] No, that's it for the day. Well, thank you so much for your help. Have a great day ahead.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, yes, ma'am. I hope you have a nice rest of your day as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh, you're