AccountId: 011433970860
ContactId: 287556d8-478a-4fbf-9ae9-2e417f6a0641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306630 ms
Total Talk Time (AGENT): 91437 ms
Total Talk Time (CUSTOMER): 174173 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/287556d8-478a-4fbf-9ae9-2e417f6a0641_20250522T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you? Yeah, hi, my name is [PII]. My last initial is [PII] calling for claim status. Can I give a callback number in case we get disconnected. My callback number is [PII]. It's a direct line. I got and I now sir. OK, OK.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good call back number in case we get disconnected?
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] And do you have the policy number? The policy number is.
[CUSTOMER][NEUTRAL] 02389387
[AGENT][NEUTRAL] One moment while I look that up.
[CUSTOMER][NEUTRAL] One moment while I look at that. Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Can you verify the patient's name and date of birth. The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] One moment. Yeah.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] And do you have the claim number or date of service? The date of service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] So for [PII], I'm not showing the claim for that day.
[CUSTOMER][NEUTRAL] So for [PII], I'm not showing a claim for that day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is there anything else I can help you with? Yeah, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. Last [PII] is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII]. OK. So, for [PII], the total bill amount is $258 so there is no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct. OK, may I know the claim's mailing address to submit the claim?
[AGENT][NEUTRAL] Sure, our mailing.
[AGENT][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Sure our mailing.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And may I know the payer ID?
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] Our payer ID is 60801. So 60801.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, sir. And do you have a fax number to submit the claim through fax?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[CUSTOMER][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention claims department, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes sir. And timely filing limit to submit the claim?
[AGENT][NEGATIVE] We don't have timely filing.
[CUSTOMER][NEGATIVE] We don't have timely filings.
[CUSTOMER][NEUTRAL] And may I know the member policy affected date?
[AGENT][NEUTRAL] Sure. Give me just one moment.
[CUSTOMER][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] It looks like this policy's effective date is [PII] and it is active.
[CUSTOMER][NEUTRAL] Looks like the policy's effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] is active. So [PII] and still active.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes, sir. And may I know the call reference number for our conversation?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial in today's date.
[CUSTOMER][POSITIVE] We don't have call reference numbers so you can use my name and last initial and today's date. Thank you so much for your assistance and have a nice day.
[AGENT][POSITIVE] OK thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much for calling ATL. Have a great day. You too, bye.
[AGENT][NEUTRAL] Bye.