AccountId: 011433970860
ContactId: 09421a38-6c7c-4a83-98ca-00adc8b6e125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122769 ms
Total Talk Time (AGENT): 47323 ms
Total Talk Time (CUSTOMER): 50168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/09421a38-6c7c-4a83-98ca-00adc8b6e125_20250129T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name's [PII]. Excuse me.
[CUSTOMER][NEUTRAL] I'm uh calling to check claim status for a patient.
[AGENT][NEUTRAL] I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 01851504
[AGENT][NEUTRAL] And the uh get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII], uh, I'm sorry, uh, yes, for the patient's name and the
[AGENT][NEUTRAL] Date of birth. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service and build them out?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] for $239.66.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing that date of service on file. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not show that date of service on file for [PII].
[CUSTOMER][NEUTRAL] OK. Is this uh policy still active?
[AGENT][NEUTRAL] I do show the policy is currently active, showing an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And what is the timely filing limit?
[AGENT][NEUTRAL] Uh, no timely limit to, uh, filing timely limit to submit a claim.
[CUSTOMER][NEUTRAL] OK, thank you. And your name is [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII] initial last name is [PII] Use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. If no other questions, have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.