AccountId: 011433970860
ContactId: 0ac0af25-87c7-4ab0-bc75-087123396f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226289 ms
Total Talk Time (AGENT): 59358 ms
Total Talk Time (CUSTOMER): 81031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0ac0af25-87c7-4ab0-bc75-087123396f4a_20250424T15:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider office calling for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], it's direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02340360 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And what is the date of service?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] and total charges $210 even.
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Oh, you're saying claim on file or not file?
[AGENT][NEUTRAL] No, we don't have it on file we don't have the claim.
[CUSTOMER][NEUTRAL] 00, actually, uh, the claim has been sent, uh, [PII].
[CUSTOMER][NEUTRAL] OK. Let me get the
[CUSTOMER][NEUTRAL] So still policy active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Still active.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can I have a timely filing, please?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEGATIVE] For initial claim, no timely filing?
[AGENT][NEGATIVE] Yes, there's no timely filing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mailing address, please?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And this member having any other insurance?
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] Uh, member having any other insurance?
[AGENT][NEUTRAL] Um, that you would have to contact the member and ask them.
[CUSTOMER][NEUTRAL] OK. Let me check on another thing and the TFL no post.
[CUSTOMER][NEUTRAL] Uh, can I have a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, that's everything today. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Yes thank you bye bye.
[AGENT][NEUTRAL] Right