AccountId: 011433970860
ContactId: f9265fb9-ae08-4de4-82a5-35c740a317dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272730 ms
Total Talk Time (AGENT): 114289 ms
Total Talk Time (CUSTOMER): 79972 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f9265fb9-ae08-4de4-82a5-35c740a317dd_20250307T14:29_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on a client status.
[AGENT][POSITIVE] Good morning, [PII]. It would be my pleasure to assist you with that claim status. What is a good callback number please sir?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, the member ID is 1451419.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be a pleasure to assist you with that claim status. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Um, I have the data service. It's [PII] of [PII].
[AGENT][NEUTRAL] What is the build amount, please?
[CUSTOMER][NEUTRAL] $3,316 even.
[AGENT][NEUTRAL] 3,366.
[CUSTOMER][NEUTRAL] Um, 331 6.
[AGENT][NEUTRAL] 331 6 even.
[AGENT][NEUTRAL] And the name of the facility?
[CUSTOMER][NEUTRAL] Crystal Saint Francis Cabrini Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now [PII], I am checking for that claim status for data service 1126 24 for.
[AGENT][NEUTRAL] Um, $3,316 even. I do not have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, the mailing address to submit a claim, it's [PII]. Is that right?
[AGENT][NEUTRAL] It's [PII], um.
[AGENT][NEUTRAL] No, that's not correct, and I can give you our correct mailing address and you can fax the claim with the primary EOB as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And would you like our claims fax number also?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Our claims fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the attention to.
[AGENT][POSITIVE] Cleans.
[CUSTOMER][NEUTRAL] Thank you. Is there also, sorry, sir, any payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you. May I also have the time you final limit to submit a claim.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, um.
[CUSTOMER][NEUTRAL] Just to confirm, uh, the member is active for this state of service, right?
[AGENT][NEUTRAL] Yes, sir, the effective date on the policy is [PII], and the policy is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. May I have the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] No, that's all. Thanks for the information you provided today. Have a great rest of your day. Happy weekend.
[AGENT][POSITIVE] Happy weekend to you as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.