AccountId: 011433970860
ContactId: 3b68f131-71be-4630-8faa-adcc11ae7d9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230910 ms
Total Talk Time (AGENT): 63123 ms
Total Talk Time (CUSTOMER): 134130 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3b68f131-71be-4630-8faa-adcc11ae7d9e_20250428T17:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to know the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number and the date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is gonna be [PII] and the policy number, it's gonna be number 2444488.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, member's first name is [PII] and last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is for [PII]. The amount is $1880.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, you got it.
[AGENT][NEUTRAL] Yes, we just went over this claim and I advised that there was no claim on file. Did you need more help?
[CUSTOMER][NEUTRAL] No, uh, just I need the claim mailing address and payer ID for this. OK.
[AGENT][NEUTRAL] Our claims mailing
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And our payer ID is 60801.
[CUSTOMER][NEUTRAL] Mm 60801. OK, just a moment and
[CUSTOMER][NEUTRAL] OK, just a moment, ma'am.
[CUSTOMER][NEUTRAL] Just a moment, ma'am.
[CUSTOMER][NEUTRAL] Yeah, hello, ma'am.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello. Yeah, can you provide me the uh time limit for this?
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active on the data service, and this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much for valuable information and time. Thank you. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.