AccountId: 011433970860
ContactId: 3cb06abf-3351-4a15-9243-3935412e1e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218179 ms
Total Talk Time (AGENT): 81679 ms
Total Talk Time (CUSTOMER): 102130 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3cb06abf-3351-4a15-9243-3935412e1e7d_20250416T17:29_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]. My name is [PII]. I'm calling from the office.
[AGENT][NEUTRAL] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] Yeah, good on now what do you need today?
[AGENT][POSITIVE] I'm doing well, and how may I assist you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So, I want to check on eligibility.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah. The contact number is [PII]. And the [PII] [PII]. Uh, actually, and I called you before, I got the eligibility status, but I want the timely filing and the mailing address only.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah. It's 02517427.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So there's no timely filing limit as long as the policy is active on the data service, you can file the claim at any time. And you said you needed the claim's mailing address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Is there any uh fax number or payer ID?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And that's attention APL claims department?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You don't want
[CUSTOMER][NEUTRAL] OK. Is there any payer ID?
[AGENT][NEUTRAL] And the pay ID
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, can I get the family filing?
[AGENT][NEGATIVE] There's no timely filing?
[AGENT][NEUTRAL] As long as the policy is active on the date of service, you can file at any time.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] OK. And you said before the active policy is started on [PII] and still active.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] good for me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, the policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, thank you so much, [PII]. Uh, and you said no call reference number. I can use the name and today's date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you so much for assisting me today, [PII]. It was nice talking to you. Have a nice day.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] I don't wanna that's all.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.