AccountId: 011433970860
ContactId: fa01561c-b5f4-431f-a70d-9dba0419f2a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159979 ms
Total Talk Time (AGENT): 60950 ms
Total Talk Time (CUSTOMER): 77439 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fa01561c-b5f4-431f-a70d-9dba0419f2a3_20250124T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you? Um, hi, this is [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you [PII]. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Thank you. And do you have the policy number? Yes, it is um 02475721.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Thank you. And what was the name and date of birth for the insured? Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Alright, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's number [PII] and the bill amount is $363 even.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you did say that was for $353?
[CUSTOMER][NEUTRAL] Yeah, that was for $350. $363.33.
[AGENT][NEUTRAL] I'm sorry, 363?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not showing that we received a claim for that amount uh for the state of service.
[CUSTOMER][NEUTRAL] OK. So, uh, may I know the patient's eligibility?
[AGENT][NEUTRAL] Uh yes. Effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] May I know the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the timely filing limit to submit a claim.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] So then that's it and you said your name was [PII], right?
[AGENT][POSITIVE] [PII], yes.
[CUSTOMER][NEUTRAL] OK, so may I know the reference number for conversation, Carl?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date so my last initial is A. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] I can help you with [PII] Got it. Thank you so much and you may have a wonderful rest of the day. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.