AccountId: 011433970860
ContactId: 1f1e0d3e-db95-49a5-9ace-13960ee37f25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229270 ms
Total Talk Time (AGENT): 92360 ms
Total Talk Time (CUSTOMER): 93609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/1f1e0d3e-db95-49a5-9ace-13960ee37f25_20250303T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider office. I'm looking for a claim status.
[AGENT][NEUTRAL] May I have your name again? I'm so sorry, I didn't understand.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and it is a direct line.
[AGENT][POSITIVE] I'm so sorry [PII], can you slow down for me and this is if we're disconnected I can give you a call back.
[CUSTOMER][NEUTRAL] I see. Yeah, sure. [PII].
[AGENT][POSITIVE] Thank you so much. What is your policy number?
[CUSTOMER][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] 02358091
[AGENT][NEUTRAL] Let me repeat that to confirm. 02358091.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. Patient is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Are you calling for claim status for dental or medical?
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, thank you. What is the date of service and the total charge amount billed?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII] with charge amount $259 even.
[AGENT][NEUTRAL] That's $259 even, is that correct? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, correct. 259.
[AGENT][NEUTRAL] OK, thank you so much. Thank you very much, [PII] and also you're able to check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain EOBs, OK? Give me one moment to check for that date of service for you. One moment, sir. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] You're welcome. Now I do not show that we have that claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the claim is not on file, [PII].
[CUSTOMER][NEUTRAL] Yes, and what will be the uh effective dates of the policy?
[AGENT][NEUTRAL] Of course, one moment please sir.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] The claim, excuse me, the policy shall be effective as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And turn down.
[AGENT][NEUTRAL] And it shows that it's it shows currently active.
[CUSTOMER][NEUTRAL] OK. uh
[CUSTOMER][NEUTRAL] What is the time of filing limit to resubmit this claim?
[AGENT][NEGATIVE] There is no timely filing to submit claims.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please verify the mailing address?
[AGENT][NEUTRAL] Certainly [PII] one excuse me one moment.
[CUSTOMER][NEUTRAL] Is it
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] [PII] again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, sure. So let me have the reference number for this call.
[AGENT][NEUTRAL] Um, [PII], we do not provide reference numbers. You can use my name [PII] last initial [PII], and today's date. Is there anything else I can assist you with during the call?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's all from us, sir, and thanks for your assistance. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well thank you for calling APL [PII] have a good day and week bye.