AccountId: 011433970860
ContactId: 2e8193f4-c968-4b14-89a2-ebf23bb5a5f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366070 ms
Total Talk Time (AGENT): 74320 ms
Total Talk Time (CUSTOMER): 94778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2e8193f4-c968-4b14-89a2-ebf23bb5a5f4_20250527T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. This is [PII] calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK. Happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Starting with 024 consecutive 176.
[AGENT][NEUTRAL] Sorry, will you repeat that one more time, [PII] 02?
[CUSTOMER][NEUTRAL] 4 consecutive 1, 76.
[AGENT][NEUTRAL] 3 consecutive ones or 4?
[CUSTOMER][NEUTRAL] 44 consecutive ones.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] $135 even.
[CUSTOMER][NEUTRAL] And they said, uh I like to inform you that this is a crossover claim from it now.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. OK, [PII]. So may I know the effective endowments of the patient?
[CUSTOMER][NEUTRAL] And even that I'm referring to?
[AGENT][NEGATIVE] No timely filing.
[AGENT][NEUTRAL] Patient is still active. Their effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can you please verify the payer ID or the mailing address?
[AGENT][NEUTRAL] Uh, the claims mailing address would be [PII].
[AGENT][NEUTRAL] That's in [PII]. Zip code is [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh I do have one more claim. Can you help me with that another patient?
[AGENT][NEUTRAL] Just let me notate this one and we can check the next one moment.
[CUSTOMER][NEUTRAL] Uh, sir, and what about the caller reference number for this patient?
[AGENT][NEUTRAL] My name with today's date.
[CUSTOMER][POSITIVE] OK, sir. Thank you.
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Policy number 02518322.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] Monsieur [PII], [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] Date of service will be [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $630 even.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK, then for this patient, may I know the affected your as well?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] I mean, for this patient, may I know the effective and, I mean, effective and term dates as well?
[AGENT][NEUTRAL] Effective date would be [PII].
[AGENT][NEUTRAL] Term date would be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there is no TFL to submit the claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the mailing address is the same.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And what about the caller reference number? It also remains the same?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] OK, sir. Uh thank you for providing me the information needed.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] And have a good