AccountId: 011433970860
ContactId: 063f963f-efc5-4f5e-9522-cc9791bfeadb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234100 ms
Total Talk Time (AGENT): 52588 ms
Total Talk Time (CUSTOMER): 83281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/063f963f-efc5-4f5e-9522-cc9791bfeadb_20250610T20:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02450365.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the first name is, I spell it it's [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Date of service is uh [PII] and it's up to [PII].
[CUSTOMER][NEUTRAL] And the bill charge
[CUSTOMER][NEUTRAL] $19,753 even.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It looks like we don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Could you please provide me the payment ID?
[AGENT][NEUTRAL] ID is 0801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It is 0801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please provide me the claim mailing address?
[AGENT][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Could you please provide me the timely filing limit?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the plan type?
[AGENT][NEUTRAL] It's a secondary policy.
[CUSTOMER][NEUTRAL] Uh, it is supplemental policy.
[AGENT][NEUTRAL] Yes, a supplemental secondary policy, yes.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] May I know the effective date and term we of the member's plan?
[AGENT][NEUTRAL] effective date is [PII]. There's no term date, it's active.
[CUSTOMER][NEUTRAL] May I know the group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Number 261-88.
[CUSTOMER][POSITIVE] Thank you so much. May I know the, uh, one moment.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much. Lastly, could you please provide me your call reference number?
[AGENT][NEUTRAL] The reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much for your assistance and have a great day. Thank you.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Uh