AccountId: 011433970860
ContactId: 1d6e70c2-1b9e-47ec-92e9-4c016df5a2ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349100 ms
Total Talk Time (AGENT): 78265 ms
Total Talk Time (CUSTOMER): 62582 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1d6e70c2-1b9e-47ec-92e9-4c016df5a2ae_20250212T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from uh Putnam County EMS to check on the claim status.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it's um
[CUSTOMER][NEUTRAL] 025361997.
[AGENT][NEUTRAL] Alrighty and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, actually, only one.
[AGENT][NEUTRAL] OK. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Name for this discussion.
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII], last name is [PII], and the last is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $799.60.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII] for [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, yeah, no claim on file.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, but you found the patient, right?
[AGENT][NEUTRAL] Right, the patient has a policy here. He's the policyholder, but there's no claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. And uh uh could you please help me with the uh the claim effective date and term date?
[AGENT][NEUTRAL] So the policy is still active, it's been effective since [PII]?
[CUSTOMER][NEUTRAL] OK. And could you please help with the uh mailing address?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. And would you please help with the timely filing limit?
[AGENT][NEUTRAL] Um, there's no timely filing limit as long as the policy was active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] And call reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, which is [PII].
[CUSTOMER][POSITIVE] OK. Thank you and uh thank you for your assistance. It was very nice talking to you. Have a nice day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day as well. Bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I