AccountId: 011433970860
ContactId: 1a47b470-5eb0-4355-b641-f0d255396ac1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245490 ms
Total Talk Time (AGENT): 96189 ms
Total Talk Time (CUSTOMER): 73888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1a47b470-5eb0-4355-b641-f0d255396ac1_20250620T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Uh, my name is [PII].
[AGENT][POSITIVE] Hi [PII], how can we help you today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, uh, I just need to know the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the policy number is
[CUSTOMER][NEUTRAL] Um, the policy number is
[CUSTOMER][NEUTRAL] 02456843.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, uh, the name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK thank you for verifying that what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, it was [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was that uh billed amount please?
[CUSTOMER][NEUTRAL] Yeah, it was $492 even.
[AGENT][POSITIVE] Thank you. All right, one moment please.
[AGENT][NEUTRAL] OK, I'm not showing that we have received a claim for that date of service. I do have a mailing address, fax number and a payer ID I can send you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh sorry, um, claim was not on final.
[AGENT][NEUTRAL] Right, I don't have any claims for that date of service.
[CUSTOMER][NEUTRAL] OK. Uh, is there any other way to pull the claim by using any other details, patient data of birth like that or? I mean, know.
[AGENT][NEUTRAL] No, I do see his policy. What you gave me was correct. I will say I show two pieces of information that we received on, uh, it looks like yesterday that is in line for processing. However, I'm unable to view it until it completes processing, so I'm not sure if that might be it or if it needs to be resubmitted.
[CUSTOMER][NEUTRAL] OK, so the claim was still in process, right?
[AGENT][NEUTRAL] I don't know that that's that claim. It very well could be, but um.
[CUSTOMER][NEUTRAL] Maybe, yeah, yeah, yeah. Mhm, yeah, got it.
[AGENT][NEUTRAL] Yeah, it's like to wait, it can take about 7 to 10 business days for client mention to complete processing. Um, you can give us a call back then and you can check, uh, if that's it. If not, then you would just resubmit information. There's no timely filing limit.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Yeah, sure. Um, can I get the call reference number?
[AGENT][NEUTRAL] Uh, reference number would just be my first name, last initial, and today's date and so my name is [PII]
[AGENT][NEUTRAL] Initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, what is that? What is that? [PII]?
[AGENT][NEUTRAL] Uh, [PII] Alpha Romeo Alpha and then my last initial [PII].
[CUSTOMER][NEUTRAL] OK, uh, uh, uh, could you please tell me the call reference number, uh, so it was the, your name and the today's date, right?
[AGENT][NEUTRAL] First name last initial and today.
[CUSTOMER][POSITIVE] Yeah, OK, [PII]. Thanks for listening. Have a great day.
[AGENT][POSITIVE] Thank you you too bye bye.