AccountId: 011433970860
ContactId: 2e3e3221-7742-4ec6-a96d-906f61e3eced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178860 ms
Total Talk Time (AGENT): 79655 ms
Total Talk Time (CUSTOMER): 104873 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2e3e3221-7742-4ec6-a96d-906f61e3eced_20250410T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] calling from provide office for the claim status like for the benefit.
[CUSTOMER][NEUTRAL] And eligibility also?
[AGENT][NEUTRAL] Claim status, eligibility and benefits.
[CUSTOMER][NEUTRAL] Yeah, yeah, actually I just wanted to know the uh eligibility for the member.
[AGENT][NEUTRAL] OK, so you want the eligibility for a data service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's a direct line. And the member policy number starts with 025799973 M as in mango, L as in Lima, 8. Last number is 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, and the first name is uh [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is active, it's been effective since [PII], I'm sorry, [PII]. So it was active in [PII]. Is there a claim that you'd like me to check for that date?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, no. Uh, actually, I just want to uh like BCSFL was, uh, process the claim and, uh, forward it to American, but, uh, I didn't, uh, I'm trying to pull the eligibility, but I didn't find to, uh, member is eligible or not, so that's why I call you. I just wanted the details like electronic ID to bill the claim.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh TFL time defining.
[AGENT][NEUTRAL] So there's no timely filing as long as the policy was active on the data service, you can file at any time and our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 60801, right?
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEGATIVE] And no, and no timely filing limit for this.
[AGENT][NEUTRAL] Yes, as long as the policy is active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you, thank you, [PII], for helping me out. Uh, just forward me the call reference number for this call.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, no, no. Thank you, thank you. I got the details. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Welcome.