AccountId: 011433970860
ContactId: 0393086a-f5fe-49b3-b3ba-a3b1186e057e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224789 ms
Total Talk Time (AGENT): 94938 ms
Total Talk Time (CUSTOMER): 86392 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0393086a-f5fe-49b3-b3ba-a3b1186e057e_20250424T16:27_UTC.wav
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[CUSTOMER][NEUTRAL] It's like.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from AFC Urgent Care to check on the claim information.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 01755266 M as in Mike L as in Lima.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] D of service [PII], total charge amount $380 even. Can I get the spelling of your name?
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Of course. Alright, one moment please.
[AGENT][NEUTRAL] OK, I'm not showing that we've received any claims for that date of service.
[CUSTOMER][NEUTRAL] No claim and fund.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, OK, just a moment.
[AGENT][NEUTRAL] I do have a mailing address, fax number, and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Uh, yeah, just a moment. Before that, can I have the members uh policy details?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, of course, um, so it is currently active, uh, effective date was [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, just a moment. Policy is as it is from [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And still active? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, rest is uh.
[CUSTOMER][NEUTRAL] Can I have the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I get the zip code once again? [PII].
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what is the city name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, and, OK, OK, fine, thank you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm 50 got it and what is the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Do you have a fax number?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and what is the time final limit for this one?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. What is the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much. Have a great day. Bye for now. Take care.
[AGENT][POSITIVE] Alright, yeah, thanks for calling. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.