AccountId: 011433970860
ContactId: 26a1dfa7-f942-4c87-baca-3b09a30a1315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329609 ms
Total Talk Time (AGENT): 89097 ms
Total Talk Time (CUSTOMER): 121815 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/26a1dfa7-f942-4c87-baca-3b09a30a1315_20250523T20:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from provider office to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 223-0085
[AGENT][NEUTRAL] OK, and I get a phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII] and it was [PII].
[AGENT][NEUTRAL] And what's the date of service and the total bill amount?
[CUSTOMER][NEUTRAL] [PII] for $750 even.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] And by the way, how do you spell your first name?
[AGENT][NEUTRAL] [PII], first initial last is [PII]
[AGENT][NEUTRAL] And you'll use my name in today's date as reference for today's call.
[CUSTOMER][NEUTRAL] Can you get it for me?
[AGENT][NEUTRAL] You said the date of service is [PII]?
[CUSTOMER][NEUTRAL] [PII] N Y.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I believe, yes, that's correct.
[AGENT][NEUTRAL] I'm not showing that date of service on file for [PII].
[CUSTOMER][NEUTRAL] Oh, [PII] and American public life is 2 secondary. So might be you you have to get the bill from UM Health plan.
[AGENT][NEUTRAL] Yeah, it doesn't cross over.
[CUSTOMER][NEUTRAL] Uh, and also I do see we submitted multiple times through paper.
[AGENT][NEUTRAL] To what mailing address?
[CUSTOMER][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Alright, let me check here quickly, just a second.
[CUSTOMER][NEUTRAL] Send this to my address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's sent to [PII].
[CUSTOMER][NEUTRAL] Is it the address you're accepting the claim?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I said it's a we that is not the correct mailing address. Let me know when you're ready and I'll give you the correct mailing address.
[CUSTOMER][NEUTRAL] Uh, but yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], excuse me.
[CUSTOMER][NEUTRAL] It's [PII] right?
[AGENT][NEUTRAL] Correct. [PII].
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So much. Can you repeat one more time? Uh, your voice is cutting down between.
[AGENT][NEUTRAL] OK, just go ahead and confirm what you've written down.
[CUSTOMER][NEUTRAL] It's PO [PII] 248,950.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the state is [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And any timely filing for submitting the claim?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][POSITIVE] Thank you and the member is so active, right? with you guys?
[AGENT][NEUTRAL] Let me verify.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Showing a policy effective date of [PII]. I show the policy is active at this time. And any other questions, [PII]?
[CUSTOMER][POSITIVE] I'm, uh, I've already got the information which I was going to. Thank you so much for your help, [PII]. That only I was looking for.
[AGENT][NEUTRAL] Now you're
[AGENT][POSITIVE] Alrighty, and you can also check your claim status online at [PII] as well. And if you do not have any other questions, [PII], thank you so much for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, we see the same, maybe we can.
[AGENT][NEUTRAL] Bye bye.