AccountId: 011433970860
ContactId: 0072ba7b-232d-47e3-997e-1f0dfdbb7ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155139 ms
Total Talk Time (AGENT): 44140 ms
Total Talk Time (CUSTOMER): 44379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0072ba7b-232d-47e3-997e-1f0dfdbb7ecb_20250502T20:03_UTC.wav
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[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 to check on the claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah it's 945137.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth was [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and the total charge was $303.25.
[AGENT][NEUTRAL] I don't show that we've received that claim.
[AGENT][NEUTRAL] Can you resubmit?
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] The effective date of the policy is
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can I have the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you confirm me with the mailing address?
[AGENT][NEUTRAL] Billing address is [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the call reference?
[AGENT][NEUTRAL] It's my name's [PII].
[CUSTOMER][NEUTRAL] Can I have the DFL days?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The timely filing this.
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Can I have your call reference? Your name and date of, your name and date, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] Thanks for calling IPL. You too. Bye-bye.