AccountId: 011433970860
ContactId: 3a9f0137-d566-4c97-b827-c427958c3dcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266410 ms
Total Talk Time (AGENT): 79769 ms
Total Talk Time (CUSTOMER): 100452 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3a9f0137-d566-4c97-b827-c427958c3dcd_20250106T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], this is my calling for the provider to check on the status of a claim, and could you please spell your name for me?
[AGENT][POSITIVE] Uh, yeah, I'm happy to check on a claim for you today, [PII]. My name is spelled [PII].
[CUSTOMER][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, policy number is going to be 0245.
[CUSTOMER][NEUTRAL] 4122.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up here. Give me one moment, please.
[CUSTOMER][NEUTRAL] Uh, what are you asking?
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, patient name is going to be [PII]. Date of birth is going to be [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Da
[CUSTOMER][NEUTRAL] The data for the claim is going to be um.
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] I'm just pulling that for you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, date of service is going to be [PII]. That's the total bill amount of $277 even.
[AGENT][POSITIVE] Thank you. One moment, let me take a look.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] No, we only have uh APLS or primary. We don't have any other insurance on file. Like we submitted the claim first to APL. Do you have the claim on file?
[AGENT][NEUTRAL] No claim on file for that billed amount.
[CUSTOMER][NEUTRAL] OK, I understand. Just give me one second, let me check.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Can I get the mailing address to resubmit a claim?
[AGENT][NEUTRAL] I'm sorry, what was your question again, [PII]?
[CUSTOMER][NEUTRAL] Yeah, can I get your mailing address or resubmit a claim?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Thank you for this information. Can I get your pay ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Family file made to submit a claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the patient policy effectively and.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] The term date on this policy is January.
[CUSTOMER][NEUTRAL] You're still active?
[CUSTOMER][POSITIVE] And be productive.
[AGENT][NEUTRAL] The policy terminated [PII].
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] OK, and can I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Can I get your last initial?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And today Street, OK.
[AGENT][NEUTRAL] Is there anything else I can do for you?
[CUSTOMER][POSITIVE] OK, thank you for asking the claim. Have a wonderful day and bye for now.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] No, thanks so much.