AccountId: 011433970860
ContactId: 34b737e0-0118-4dfb-baf2-4521238cfc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172009 ms
Total Talk Time (AGENT): 30876 ms
Total Talk Time (CUSTOMER): 54358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/34b737e0-0118-4dfb-baf2-4521238cfc1a_20250613T22:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] Calling from provider office for claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, policy number of the patient?
[CUSTOMER][NEUTRAL] 1451702. M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] [PII], it charges $10,173.67.
[AGENT][NEUTRAL] OK. Give me just one moment.
[AGENT][NEUTRAL] It doesn't look like I've got a claim on file for that dollar amount.
[CUSTOMER][NEUTRAL] Oh, no claim on file. Is the member active?
[AGENT][NEUTRAL] Yes, policies effective [PII] and active.
[CUSTOMER][NEUTRAL] OK. So, I'm just reconfirming the address. Is it a [PII].
[CUSTOMER][NEUTRAL] 73124.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Oh, so it's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Payer ID 60801.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. And uh any time if I.
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. That's all I wanted to confirm. Uh, what would be the reference for this call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much and you have a wonderful day. Bye.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.