AccountId: 011433970860
ContactId: 450e10be-b519-4474-9fed-2c601c6de3de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256000 ms
Total Talk Time (AGENT): 87401 ms
Total Talk Time (CUSTOMER): 86122 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/450e10be-b519-4474-9fed-2c601c6de3de_20250423T18:35_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]. I'm calling from provider office and looking for a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status and for my notes, can you spell your first name for me, please, and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII]. Spell it as [PII], and provided contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 92452.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and 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. And may I have the date of service for the claim and the total bill?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Data services [PII] with the bill amount of $195 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Oh, is it, let me check, uh, when we have submitted and how we have submitted this claim. OK.
[CUSTOMER][NEUTRAL] OK. We have um build a paper claim on 3-19-2025.
[AGENT][NEUTRAL] OK, so we have not processed any claims for [PII] yet, so we haven't received it. However, there is no timely filing limit. So if you wanted to still submit the claim, you could. Did you want to go over the claim's mailing address and fax and payer ID?
[CUSTOMER][NEUTRAL] Uh, yeah, can you please first tell me the policy effective and term date?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh active. Can you please provide me the claim mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And uh there is no timely filing limit to submit the claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh is there any fax number?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. And uh can you get the call reference number of this one?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which again is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, now, thank you so much for your help. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.