AccountId: 011433970860
ContactId: 0588d88e-9ac7-4090-8b6f-298d803c4953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374570 ms
Total Talk Time (AGENT): 103784 ms
Total Talk Time (CUSTOMER): 193256 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/0588d88e-9ac7-4090-8b6f-298d803c4953_20250523T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office. I'm looking for a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEGATIVE] I have 2 claims for the entire day, that's it.
[AGENT][NEUTRAL] OK. May I have a good contact number in case we're disconnected and the first member's policy number?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Oh, sure. Please note down. My best callback number is [PII].
[CUSTOMER][NEUTRAL] And the member ID number is 020.
[CUSTOMER][NEUTRAL] 30093 M as in Mary, L as in Lima, and 8.
[AGENT][NEUTRAL] Thank you and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, the member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Uh, for the date of service is [PII] for the bill amount $221 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Take your time. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Addiction
[AGENT][NEUTRAL] And for [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, just making sure because there's no claim on file, um, but the policy was active on the data service, so you can file the claim if you like. There's no timely filing.
[CUSTOMER][NEUTRAL] Oh, there's no timely filing? OK, got it. And I just wanted to check if there's any pay and rejection.
[CUSTOMER][NEUTRAL] From your end?
[AGENT][NEGATIVE] Rejection? No, we haven't received it.
[CUSTOMER][NEUTRAL] Oh, you haven't received it. As, uh, we send this claim through um mailing address for the mailing address which is [PII].
[CUSTOMER][NEUTRAL] [PII], it's, I'll spell it out. It's [PII] 0. [PII].
[CUSTOMER][NEUTRAL] Is it the correct mailing address?
[AGENT][POSITIVE] Yes, that's correct. Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK. OK. And as you mentioned, uh, there's no timely planning limit, right? You can still submit a claim.
[AGENT][NEUTRAL] Yes, you can still submit it. Mhm.
[CUSTOMER][POSITIVE] Perfect. Got it. Thank you so much. May I have the policy effective date and term date?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, the policy is still active. Let me get the effective date. Hold on one moment.
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] The policy has been active since [PII].
[CUSTOMER][NEUTRAL] On the [PII] still person. OK, thank you so much. And what would be the fax number if in case we need to fax the claim?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23 and whom should attention to?
[AGENT][NEUTRAL] Um, APL claims department.
[CUSTOMER][NEUTRAL] APO right? Claims department.
[AGENT][NEUTRAL] APL Apple Paul Larry.
[CUSTOMER][POSITIVE] OK, got it. APL claims department. Thank you so much. And uh uh nothing else to go. May I have the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, it's my name in today's date, um, so that'll be [PII], first [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. Moving forward for the next number.
[CUSTOMER][NEUTRAL] And here you go.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I'm ready with the member ID number. Shall I?
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK. One, sorry, uh, the member ID number 01306681 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, hold on, hold on one moment.
[CUSTOMER][NEUTRAL] And the member's name is
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the member's name is, I'll spell it out, it's [PII], [PII] is the first name. For the date of birth, [PII] is the date of birth of the member.
[AGENT][NEUTRAL] OK, and the date of service and total bills?
[CUSTOMER][NEUTRAL] Uh, [PII] for the bill amount, $284 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and for [PII], for [PII], there is no claim on file.
[CUSTOMER][NEUTRAL] Same. There's no claim on file. Got it. And what would be the policy effective dates and term date?
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Oh, perfect. Got it. Thank you so much. Nothing else. And just to cross verify the mailing address, uh, so this was a paper claim which was sent to [PII].
[CUSTOMER][NEUTRAL] City, OK. [PII]. Correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's the correct address.
[CUSTOMER][POSITIVE] Perfect. Got it. Nothing else and the fax number remains same and the call reference number which I've already got it. Thank you. Nothing else to, I don't have any more things moving forward. If I do, we'll call back. Thank you so much. Thank you for your assistance as well.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.