AccountId: 011433970860
ContactId: 3cbc572b-532f-448b-8f79-e94d844434df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385320 ms
Total Talk Time (AGENT): 111280 ms
Total Talk Time (CUSTOMER): 111125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/3cbc572b-532f-448b-8f79-e94d844434df_20250124T14:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. can I get the policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 01930691.
[CUSTOMER][NEUTRAL] M
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] L. 8.
[AGENT][NEUTRAL] OK, thank you, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The insured name, first name is [PII] and last name is [PII] with date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Sure. Before that, can you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just a minute, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so date of service is [PII].
[AGENT][NEUTRAL] And the build amount
[CUSTOMER][NEUTRAL] It is $12,839 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see here, have you received any correspondence on this claim?
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK, let's see, you said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so if it's [PII], it doesn't look like we've received a claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So you mean to say it's a no claim on file?
[AGENT][NEUTRAL] Yeah, we do not have a claim on file for those dates of service.
[AGENT][NEUTRAL] So let's confirm the claims mailing address that you guys have on file.
[CUSTOMER][NEUTRAL] So I have a claim number. Can you check with that one?
[AGENT][NEUTRAL] Uh, yeah, if you have a claim number.
[CUSTOMER][NEUTRAL] Yeah, it is 241-993-93610.
[AGENT][NEUTRAL] OK, that's not gonna be our claim number um that sounds like it's gonna be the primary insurance claim number that's not our claim number.
[CUSTOMER][NEUTRAL] OK, so can you give me the mailing address or the fax number to bill the clean.
[AGENT][NEUTRAL] Yes, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you. Just a minute.
[CUSTOMER][NEUTRAL] So can I get the timely filing limit?
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] There's not gonna be a timely filing.
[CUSTOMER][NEUTRAL] OK, a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you. Just a minute.
[CUSTOMER][NEUTRAL] So can I get the member's effective date?
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] If the member active?
[AGENT][NEUTRAL] Uh, yeah, so the effective date was [PII].
[AGENT][NEUTRAL] And the pay due date is [PII].
[CUSTOMER][NEUTRAL] OK. Is there any fax number to fax the claim, or we can only bill it through mailing address?
[AGENT][NEUTRAL] Uh, yeah, I can give you the fax number. It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It is [PII] correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK ma'am, that's it from my side. Can I get the call reference number for conversation?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the [PII], and today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it from my side. Thank you for the information, ma'am. Have a great day.
[AGENT][NEUTRAL] OK well thank you for calling APL and you do the same bye bye.
[CUSTOMER][NEUTRAL] Bye bye.