AccountId: 011433970860
ContactId: 26fea998-5bda-47c5-a04c-6303e22dcf44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185619 ms
Total Talk Time (AGENT): 83097 ms
Total Talk Time (CUSTOMER): 55247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/26fea998-5bda-47c5-a04c-6303e22dcf44_20250121T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Uh, hi, my name is, my name is [PII] calling from the provider's office uh to check the claim status.
[AGENT][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02559264.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. OK.
[AGENT][NEUTRAL] [PII], I'm looking at [PII]'s policy and I don't have any claims at all for him. Um.
[AGENT][NEUTRAL] Do you have a, do, do you know where you sent it? because we changed our post office box recently and just to make sure it went to the right place.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh, is that, uh, the [PII]?
[AGENT][NEUTRAL] No, our address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] OK, can I members back to date for this?
[AGENT][NEUTRAL] Yes, the policy um for uh [PII] went into effect on [PII].
[AGENT][NEUTRAL] And it is active.
[CUSTOMER][NEUTRAL] Can I have a bed ready for this.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] And uh what will be the family filing limit for this uh some of the claim?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we'll resubmit the claim again one more time.
[AGENT][NEUTRAL] OK, the, the claim, the, the uh claim address.
[AGENT][NEUTRAL] where you, is that what you're asking?
[CUSTOMER][NEUTRAL] No, uh, we will resubmit the claim, uh, one more time because, uh, we have sent it to the different, uh, mailing address.
[AGENT][NEGATIVE] Right, yes, you would need to send it to the PO box address in [PII] and there's no timely filing.
[CUSTOMER][NEUTRAL] OK, can I have the call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference. Is there anything else at all I can help with, [PII]?
[CUSTOMER][POSITIVE] Thank you so much for assisting.
[AGENT][POSITIVE] OK, thanks for contacting AP you have a good