AccountId: 011433970860
ContactId: 4308dd7a-7a12-4c8e-8b5e-4d3856744433
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188820 ms
Total Talk Time (AGENT): 69370 ms
Total Talk Time (CUSTOMER): 69624 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4308dd7a-7a12-4c8e-8b5e-4d3856744433_20250529T18:45_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] from Provada's office checking on the clients.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] And the member's policy number?
[CUSTOMER][NEUTRAL] Um, so the policy, it is 1850627.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1850627
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, for the member name it is [PII], and for the date of birth it's on [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Mhm, yeah, for the date of service it's [PII] for the charges of $750 even $750.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Uh, it's JMG specialty physicians.
[AGENT][NEUTRAL] Alright, um, so there's no claim on file for your provider or the total bills of $750 for this data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much. And uh
[CUSTOMER][NEUTRAL] Uh, what's the time filing limit?
[AGENT][NEUTRAL] Um, there's no timely filing limit as long as the policy was active on the data service, and this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is that still active?
[AGENT][NEUTRAL] Yes, it's still active and it's been active since [PII], so you can file the claim if you'd like.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. [PII], thank you so much. Do you have the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK, no thanks for that. Bye-bye.
[AGENT][POSITIVE] Bye bye and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm. No, [PII], thanks for asking.
[CUSTOMER][NEUTRAL] Oh