AccountId: 011433970860
ContactId: fa05e2b4-89e2-4c29-b40a-03a4976592c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387790 ms
Total Talk Time (AGENT): 138347 ms
Total Talk Time (CUSTOMER): 141660 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/2025/03/28/fa05e2b4-89e2-4c29-b40a-03a4976592c6_20250328T20:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII], uh, this is [PII]. I'm calling from provider's office, uh, here to check up on claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And you're calling from which facility for my notation, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Uh, uh, the group name, yeah, there's a MRI scan center.
[AGENT][NEUTRAL] You said Imas?
[CUSTOMER][NEUTRAL] MRI scan center.
[AGENT][NEUTRAL] Oh, MRI, yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, may I know your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII] last [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, the policy number is.
[CUSTOMER][NEUTRAL] 1241932 M as in Mary L as in Lima number 8.
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, yeah, just a moment.
[CUSTOMER][NEUTRAL] And just bear with me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yeah, you are, you're asking for the service, right? It is [PII].
[AGENT][NEUTRAL] OK. And how much is the total charge?
[CUSTOMER][NEUTRAL] Yeah, the bill amount is.
[CUSTOMER][NEUTRAL] Charge amount is $1950 even.
[AGENT][NEUTRAL] You said $1950 even?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and that was [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Laptop
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me check and see if this is.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Correct policy.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't see any claim for [PII].
[CUSTOMER][NEUTRAL] OK, uh, could you please check if the number is active on our data service.
[AGENT][NEUTRAL] I, I found another policy for that date of service. I can give you the correct policy number.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the correct um policy number is 02514339. Yeah.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Yeah, yeah, 025. Go ahead, please.
[AGENT][NEUTRAL] 002514339.
[CUSTOMER][NEUTRAL] 4339. OK, so this is the correct uh an updated uh member ID right?
[AGENT][NEUTRAL] Yes, that's the correct policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and you remember active for that, uh, for our data service.
[AGENT][NEUTRAL] Yes, the policy was effective [PII] and it terminated March, um, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first of
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, got it. So, and could you just confirm the claims mailing address as well as, uh, the payer ID.
[AGENT][NEUTRAL] OK, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it and uh.
[CUSTOMER][NEUTRAL] for me the uh.
[CUSTOMER][NEUTRAL] The pay ID if you have the pay ID.
[AGENT][NEUTRAL] OK, this one needs to be either fax or mail because it's one of our secondary policies to the major medical. Um I can give you the payer ID for your records, but it has to be either fax or mail for the claim.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] It's 6080.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And uh what is the time frame to submit the claim?
[AGENT][NEGATIVE] There's no timely filing limits.
[CUSTOMER][NEUTRAL] OK, got it. And could you also provide me the call reference number for a for a call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name until they say if you will.
[CUSTOMER][POSITIVE] Uh, yeah, OK, so thank you. So I just have this one clean, uh, for now, so thank you very much for the help and
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You do have a wonderful day thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.