AccountId: 011433970860
ContactId: 033b5763-11aa-464c-a01b-de158127e15e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181699 ms
Total Talk Time (AGENT): 91490 ms
Total Talk Time (CUSTOMER): 41281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/033b5763-11aa-464c-a01b-de158127e15e_20250324T15:21_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I mean, I just need to check claim status please.
[AGENT][NEUTRAL] Um, yes, ma'am, I can assist you with claim status. Um, first, could I get your name and a good call back number?
[CUSTOMER][NEUTRAL] [PII] that's a direct line. My name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02544610
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active, and for the fee schedule and the breakdown of benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] Uh, I don't think I need that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just need to check claim status.
[AGENT][NEUTRAL] OK, and uh what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 113 $2,025,650.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Uh, looks like by mail.
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, yes, what should be the correct one?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, uh, looks like that's where it went.
[AGENT][NEUTRAL] OK. Claims can also be faxed in and we have a payer ID if you would like to resubmit the claims.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] What is the fax number and I can submit these uh the fax.
[AGENT][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] 942-3 and please attention to claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and what was your name?
[AGENT][NEUTRAL] Um my name is [PII]. It's spelled [PII] and my last initial is [PII], and my name in today's date will be your reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, that will be it.
[AGENT][POSITIVE] OK, well I thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm.