AccountId: 011433970860
ContactId: 466a04fb-f09d-404a-8457-71429952f3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234559 ms
Total Talk Time (AGENT): 50236 ms
Total Talk Time (CUSTOMER): 73984 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/466a04fb-f09d-404a-8457-71429952f3e3_20250605T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from. The call is regarding claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it'll be directly.
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. It will be 1551671.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure, it will be [PII], [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes, sir, it will be uh [PII].
[CUSTOMER][NEUTRAL] Total charge of $313.
[AGENT][NEUTRAL] Not showing that claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] So no claim, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And make it uh electronic paid ID.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][POSITIVE] Thank you and uh address as well.
[AGENT][NEUTRAL] Our address is [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, and what will be the time frame for the submitting of the claim?
[AGENT][NEUTRAL] Um, there's no, you say for the processing or timely filing?
[CUSTOMER][NEUTRAL] No, no, just to submit a claim. It should be like 35 days or one year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's no time like filing limit you can submit a claim any time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um they get members effective date.
[AGENT][NEUTRAL] Effective date is [PII]. Policy is active.
[CUSTOMER][NEUTRAL] OK, thank you. So, uh, [PII], uh, I'll just try to resubmit the claim first since I stated the no claim on file. So, uh, numbers actually on data service, so I'll just ask my team to take further action for this claim.
[CUSTOMER][NEUTRAL] So, uh, that, that's it for the call and thank you for assisting and before that, what will be the call reference number?
[AGENT][NEUTRAL] Uh call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you for assisting. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.