AccountId: 011433970860
ContactId: 094bfc82-1ba5-41fa-882a-0e21eeb4d500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274779 ms
Total Talk Time (AGENT): 87039 ms
Total Talk Time (CUSTOMER): 82241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/094bfc82-1ba5-41fa-882a-0e21eeb4d500_20250609T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing today? Could you please give me the claim status?
[AGENT][NEUTRAL] I can help you with claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] and the initial would be [PII], and the callback number would be [PII]. Direct line.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So I have [PII] and what was the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number then?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It would be 02551389.
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] OK. Take your time, [PII].
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] and the last name would be [PII] and the date of birth would be [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Data service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of service would be 1016 of 2024 and the bill amount would be $300 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just one moment to look that up.
[CUSTOMER][POSITIVE] Sure. Sure, sir. Take your time, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the provider's name?
[CUSTOMER][NEUTRAL] partner practice.
[CUSTOMER][NEUTRAL] It will be physician practice partner.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] Sure, sure. Take care now.
[AGENT][NEUTRAL] And you said it was for [PII], correct, of [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The bill amount would be $300 even.
[AGENT][NEUTRAL] Yeah, I'm not showing a claim for that provider or that amount.
[CUSTOMER][NEUTRAL] Could you please verify the address?
[AGENT][NEUTRAL] Uh, our claims address is [PII].
[AGENT][NEUTRAL] 73124-8950
[CUSTOMER][NEUTRAL] Could you please verify, could you please give me the Per ID?
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] Could you please give me the, what's the time you're willing to submit the claim initially timely.
[AGENT][NEGATIVE] We don't have timely filing.
[CUSTOMER][NEUTRAL] So we can submit, so we can submit the claim in the.
[AGENT][NEUTRAL] Yes, you can still submit it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please verify the patient while asking for the data service?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the patient was active.
[CUSTOMER][NEUTRAL] Could you please give me the active date from uh from it uh date of it was active.
[AGENT][NEUTRAL] It looks like the
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Still is active?
[AGENT][NEUTRAL] It is active, yes, sir.
[CUSTOMER][NEUTRAL] Can I have the reference?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name, please, for the documentation?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And the initial would be [PII], correct?
[AGENT][NEUTRAL] [PII], yes, sir.
[CUSTOMER][POSITIVE] That's all for today. Thank you so much. Have a wonderful day. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.