AccountId: 011433970860
ContactId: 31a5b998-f63a-4b08-8c0d-0ceb81783315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599679 ms
Total Talk Time (AGENT): 74787 ms
Total Talk Time (CUSTOMER): 97774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/31a5b998-f63a-4b08-8c0d-0ceb81783315_20250611T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm [PII], and my last name is [PII] calling from provider's office. Could you please uh verify and tell me the claim status from your end?
[AGENT][NEUTRAL] I can help you with claim status, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, I'm [PII] and the last name is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] The member ID is 148427 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] You said 148427?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not able to find them. What is their last name?
[CUSTOMER][NEUTRAL] basically
[CUSTOMER][NEUTRAL] So, the first name is [PII] and last name is [PII].
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said first name [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We got
[AGENT][NEUTRAL] Give me just a moment while I try to look for him, so one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the uh claim number or the date of service?
[CUSTOMER][NEGATIVE] Nope, I don't have anything.
[CUSTOMER][NEUTRAL] Yeah, date of service sir. date of service is [PII]. The bill amount is $807.
[AGENT][NEUTRAL] 807. All right, one moment.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the uh provider or the hospital name?
[CUSTOMER][NEUTRAL] Just a man.
[CUSTOMER][NEUTRAL] The provider's first name is [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] The member ID? Sorry.
[CUSTOMER][NEUTRAL] The hospital name is uh Cleveland Clinic Foundation.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, just give me one moment.
[CUSTOMER][NEUTRAL] The provider name is Vishal Kuar, Vishal Kukar.
[AGENT][NEUTRAL] And you said Cleveland Foundation or Cleveland Clinic Foundation?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm not showing a claim for that um builded amount.
[CUSTOMER][NEUTRAL] Which means no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] So, uh, the mailing address is correct, right? The mailing address is [PII] Public Life Insurance [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII], right? That one is correct, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get the TFL? What is the TFL?
[AGENT][NEUTRAL] The payer ID?
[CUSTOMER][NEUTRAL] TFL timely filing limit.
[AGENT][NEGATIVE] Oh, we do not have timely filing limits.
[CUSTOMER][NEUTRAL] OK. Now, could you please check and tell me whether the plan is active for the rate of service or not?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, the plan is active.
[CUSTOMER][NEUTRAL] Now, can I get the call reference number as well as your name?
[CUSTOMER][NEUTRAL] Yeah, you said [PII]. Now, can I get call reference number?
[AGENT][NEUTRAL] Yes, we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a nice day bye.
[AGENT][POSITIVE] Thank you for calling APL