AccountId: 011433970860
ContactId: 28614aee-381f-4c6c-869e-0389d9549056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192729 ms
Total Talk Time (AGENT): 68939 ms
Total Talk Time (CUSTOMER): 71924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/28614aee-381f-4c6c-869e-0389d9549056_20250130T16:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name is [PII], and I'm calling with the Children's Hospital of Philadelphia for one of our members, um.
[CUSTOMER][NEUTRAL] I'm calling because you are listed as a secondary. I wanted to verify coverage and to see where to submit initial claim.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is listed as 021.
[CUSTOMER][NEUTRAL] 44068
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing.
[AGENT][NEUTRAL] Had questions on the policy.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Uh, her, um, was she effective on [PII]?
[AGENT][NEUTRAL] OK, I can look that up for you. Yes, ma'am. The policy was effective [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is your timely filing for initial claims?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And where would we submit uh or how to submit claims you guys?
[AGENT][NEUTRAL] We have a portal online service center that you can upload it to, or you can mail it to PO Box.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City.
[AGENT][NEUTRAL] Oklahoma
[AGENT][NEUTRAL] [PII] 1 24.
[AGENT][NEUTRAL] Or you can fax it.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] To 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Alright, I appreciate that information, Ms. [PII]. Um, would there be a reference number for our call today?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright, I appreciate that. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.