AccountId: 011433970860
ContactId: fcda3d03-3a4d-47ea-a369-037094df5676
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355410 ms
Total Talk Time (AGENT): 125320 ms
Total Talk Time (CUSTOMER): 97823 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fcda3d03-3a4d-47ea-a369-037094df5676_20250404T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on the claims.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. [PII], can I get a good call back number for you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it is A as in Alpha, 1,078,712,700.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers, [PII]. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK. Um, OK, OK. I have, uh, one more ID. That is uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm repeating that. It's [PII].
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]. $130 even.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry, [PII], you did say [PII] for $130 is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received a claim for that amount for the state of service for that number.
[CUSTOMER][NEUTRAL] Uh-huh. Just a moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, we have sent this claim to [PII]. Is this correct?
[AGENT][NEUTRAL] No, sir, that is an old address. I can give you that correct one whenever you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] What is the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] City?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've also got a fax number and a payer ID if you like, [PII].
[CUSTOMER][NEUTRAL] Got it. And
[CUSTOMER][NEUTRAL] Yeah, can I have that?
[AGENT][NEUTRAL] Sure, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then that payer ID is 60801.
[CUSTOMER][NEUTRAL] Got it. And can I have the patient's effective dates?
[AGENT][NEUTRAL] Yes, um, so the policy number that you had given me originally was an older policy. I do have that policy number, uh, that was active during that date of service whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is 02.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 6471.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. And uh what is the time limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Can I have the reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] A R A. last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, thanks. That's all good. Thank you so much and thanks for. That's all of it. Have a great goodbye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APO of course I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you bye bye.