AccountId: 011433970860
ContactId: 31be0fe2-90cb-4f95-b97e-dcad7065e282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252029 ms
Total Talk Time (AGENT): 71270 ms
Total Talk Time (CUSTOMER): 150999 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/31be0fe2-90cb-4f95-b97e-dcad7065e282_20250312T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. My last initial is [PII], calling for claim status.
[AGENT][NEUTRAL] I can help you [PII] what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It that.
[CUSTOMER][NEUTRAL] Can help me like what's the policy number and I needed. The policy number is 023893887. The response but uh we didn't receive the response for this day. That's why I called.
[AGENT][NEUTRAL] The callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line. The patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name and date of birth?
[AGENT][NEUTRAL] Thank you for verifying that information, [PII] and you said that you're checking on claim status?
[CUSTOMER][NEUTRAL] like you said if you're checking on status. Yes, correct.
[AGENT][NEUTRAL] If you can verify the date of service and the total charge we can assist.
[CUSTOMER][NEUTRAL] The date of service is [PII], and the total charges is $137 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][POSITIVE] totally
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And the patient is [PII]?
[CUSTOMER][POSITIVE] Miss [PII]. Yes, correct.
[AGENT][NEUTRAL] I'm not showing a date of service of [PII] on file for [PII].
[CUSTOMER][NEUTRAL] the service of [PII]. OK, may I get the claims mailing address and timely filing limit.
[AGENT][NEUTRAL] There's no timely filing limit to submit a claim. The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] No we like we could just submit a blank.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The city of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 34-8950.
[CUSTOMER][NEUTRAL] And may I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what's the uh time uh.
[CUSTOMER][NEUTRAL] Member policy effective date and date.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, could you please spell out your name for me at the part of the number.
[AGENT][NEUTRAL] And did you need any other information other than the effective in term?
[CUSTOMER][NEUTRAL] And did you need any other information other than the effect of the term, uh, sorry, uh, will you repeat me the pay ID one more time?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] And the zip code is [PII]- after that?
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] 970. Got it. And I need only the policy effective date.
[AGENT][NEUTRAL] OK, I'm getting there give me one moment.
[CUSTOMER][NEUTRAL] Getting there, give me one moment.
[CUSTOMER][NEUTRAL] I also need the call reference number for our conversation.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I know it's OK.
[CUSTOMER][NEUTRAL] That not nobody.
[CUSTOMER][POSITIVE] So the date is [PII]. Currently the policy is active. May I know your name, please? Thank you so much and have a nice day.
[AGENT][NEUTRAL] And so the policy effective date is [PII]. Currently the policy is active and you'll use my name in today's date as reference for today's call. [PII] last [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APLi. Have a good day as well.
[CUSTOMER][POSITIVE] Yeah have a good day as well.