AccountId: 011433970860
ContactId: 0e941e2d-f07b-49c8-a465-b4551212f252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268170 ms
Total Talk Time (AGENT): 75575 ms
Total Talk Time (CUSTOMER): 113649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0e941e2d-f07b-49c8-a465-b4551212f252_20250401T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from provider's office to check the claim status. Can you help me with this?
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] Yes, I can help the claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, but before that, how do you spell your name?
[AGENT][NEUTRAL] Um, [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK. And uh this call may be recorded for quality and training purposes. Uh, callback number is [PII]. And uh may I know last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 0241.
[CUSTOMER][NEUTRAL] 342 9 M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] I'm sorry, could you give that number to me one more time? So sorry.
[CUSTOMER][NEUTRAL] Yes, it is 0241.
[CUSTOMER][NEUTRAL] 342 9 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, thank you. Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. Last name is uh [PII]. Date of birth, [PII]. Sorry, it's [PII].
[AGENT][POSITIVE] OK, thanks.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] It is for um the date of service is [PII]. Actually, we have a paper claim on uh this uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I don't show a claim on file. Let me check.
[AGENT][NEUTRAL] And you said it was 93-2024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I don't have a claim on.
[CUSTOMER][NEUTRAL] And the bill amount was 473.25.
[AGENT][NEUTRAL] Don't have a claim on file for that date.
[CUSTOMER][NEUTRAL] OK. Um, so, let me verify the mailing address, that is.
[CUSTOMER][NEUTRAL] [PII] [PII]. Is that right?
[AGENT][NEUTRAL] It's 8950.
[CUSTOMER][NEUTRAL] OK. OK. No problem. Can you uh repeat the complete uh mailing address?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 73
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Just a second.
[CUSTOMER][NEUTRAL] OK. Can you help me with the timely filing limit?
[AGENT][NEGATIVE] Uh, we, there is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you help me with the policy effective date and term date?
[AGENT][NEUTRAL] Uh, yes, hold on just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the effective date is [PII], and it's active.
[CUSTOMER][NEUTRAL] With no termination date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you help me with the call reference number?
[AGENT][NEUTRAL] Uh, call reference number is just my first name, first initial last name, and then today's date.
[CUSTOMER][POSITIVE] OK. OK. I'm done with this. Thank you so much for your assistance and have a great day. Thank you.
[AGENT][POSITIVE] OK, thanks for calling ATL Adam have a good day.