AccountId: 011433970860
ContactId: 13b2e317-aa70-400e-a783-a8270b15ce17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315769 ms
Total Talk Time (AGENT): 118414 ms
Total Talk Time (CUSTOMER): 99171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/13b2e317-aa70-400e-a783-a8270b15ce17_20250410T18:11_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII], this is [PII] here calling from provider of check on a claims.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1323722.
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just confirming the phone number I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Mm. Correct. That is correct, the line.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]'s date of birth, [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that information, [PII], and we're checking claim status for what date of service?
[CUSTOMER][NEUTRAL] [PII] for bill amount $2,251.
[AGENT][NEUTRAL] Could you repeat the total bill again please?
[CUSTOMER][NEUTRAL] 251.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show receipt of the claim received [PII] processed [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, the date of service.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is after the policy uh lapsed date, so no payment was made.
[AGENT][NEUTRAL] Let me know when you're ready for the claim number.
[AGENT][NEUTRAL] Yes, 351.
[AGENT][NEUTRAL] 8890.
[AGENT][NEUTRAL] Uh, this policy became effective [PII].
[AGENT][NEUTRAL] Um, it's no longer active as of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK it is wrong.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Just uh repeat that eligibility became effective from [PII], right?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ending [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So policy is no longer active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But I need the UV.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can, can you fax me the UV on the fax number?
[AGENT][NEUTRAL] It's already been mailed to the address on your claim, um, it's now available to download online. I can give you the website and then also assist you with creating an account if you would like.
[CUSTOMER][NEUTRAL] OK, so you do not have the option to uh fax the UV as, as you said?
[AGENT][NEUTRAL] That is an option, but I was also offering the online service center for your convenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but for as of now, you will fax it, so that will be work.
[AGENT][NEUTRAL] And what is your fax number, ma'am?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, does this go directly to you or to a different area?
[CUSTOMER][NEUTRAL] No, it will come directly to me.
[AGENT][NEUTRAL] OK. All right. That's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Correct, [PII].
[AGENT][NEUTRAL] OK. Any
[AGENT][NEUTRAL] Mhm, [PII]. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, as of now, no more questions. Just provide me the reference number and uh till what time I can receiving the UV.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The EOB will receive within how many days?
[AGENT][NEUTRAL] Allow 24 to 48 hours.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] My name and today's date, [PII]
[AGENT][NEUTRAL] First initial last name is [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a wonderful lady. Bye bye.
[AGENT][POSITIVE] Yeah you're welcome and thank you for calling APL. Have a good day.