AccountId: 011433970860
ContactId: fc747d56-4158-4f86-804a-42401b78769c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383940 ms
Total Talk Time (AGENT): 87816 ms
Total Talk Time (CUSTOMER): 163770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fc747d56-4158-4f86-804a-42401b78769c_20250204T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 980753.
[AGENT][NEUTRAL] 980753.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Is the patient's name here is, just a second. It is uh [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes, uh, I'm here for the claim status for this patient.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the date of service is uh [PII].
[AGENT][NEUTRAL] 1024, 24.
[CUSTOMER][NEUTRAL] Yes, 1024 of 24 and the bill amount here is uh $13,985 even.
[AGENT][NEUTRAL] What's the amount again?
[CUSTOMER][NEUTRAL] Yes, it is $13,985 even.
[AGENT][NEUTRAL] OK, I do not see a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. Actually, we have sent uh yesterday to the fax number. Just a second.
[CUSTOMER][NEUTRAL] Oh, we haven't sent yet. So, could you please provide me the, uh, uh, the effective date and determination date of this patient, so we can send the claim.
[AGENT][NEUTRAL] The effective date is [PII]. There's no termination date. It's still active.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the mailing address and the, uh, payer ID for this patient?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got that. Thank you so much for that. And
[CUSTOMER][NEUTRAL] May I know the plant type of this patient?
[AGENT][NEUTRAL] Meddling.
[CUSTOMER][NEUTRAL] OK. That's all I required for this patient. Uh, could you check one more claim for me?
[AGENT][NEUTRAL] Is it on the same person?
[CUSTOMER][NEUTRAL] No, it's a different person. Just a second, let me pull the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment. I'll have to get this one in before I can help you with the other one.
[CUSTOMER][POSITIVE] Yeah, yeah. Take your time, I'm here.
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Yes, the next policy number here is.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] It's, uh, once again.
[CUSTOMER][NEUTRAL] 02506178.
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] Yes, the patient's name here is uh [PII].
[AGENT][NEUTRAL] Date of ser um date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, the date of birth for this patient is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] OK. Uh, we have sent the claim yesterday, uh, to the fax number 8773654659423.
[AGENT][NEUTRAL] OK, so you faxed it yesterday. Yes, we did get it in yesterday. It's in line to be processed.
[CUSTOMER][NEUTRAL] OK. OK. uh, so the turnaround time will be.
[CUSTOMER][NEUTRAL] How many days?
[AGENT][NEUTRAL] At least 5 business days.
[CUSTOMER][POSITIVE] Thank you so much. That's all I required for this patient.
[CUSTOMER][NEUTRAL] Uh, could you please provide me the call reference number?
[AGENT][NEUTRAL] OK. Bye.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much for that. Thank you so much for your patience and assistance. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.