AccountId: 011433970860
ContactId: 46cb0471-0483-4e70-a4d2-ea863875b78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192039 ms
Total Talk Time (AGENT): 70470 ms
Total Talk Time (CUSTOMER): 72262 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/46cb0471-0483-4e70-a4d2-ea863875b78f_20250331T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII]. I'm calling for the provider's office to check on a claim status.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. First, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. Uh yeah, my name is [PII]. It spells as [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] 02514582.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is uh
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim you're calling about.
[CUSTOMER][NEUTRAL] [PII] for $206.04.
[AGENT][NEUTRAL] You said that date of service was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, how was it the claim submitted?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Claim has been submitted through mail.
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. Just a minute.
[CUSTOMER][NEUTRAL] Yeah, the mailing address is [PII].
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, did you say [PII]? Please repeat the [PII] again.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, ma'am. That's not correct. The correct [PII].
[CUSTOMER][NEUTRAL] OK. And uh remaining is uh correct? [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Zip code [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And uh timely filing limit to submit a claim?
[AGENT][NEGATIVE] It's um there's no timely filing limit.
[CUSTOMER][POSITIVE] Thank you. And can I get your uh name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII], and my name and today's date is your reference number. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Yeah, that's it for today and thank you so much for assisting, ma'am. Have a great day.
[AGENT][NEUTRAL] Thank you, [PII], for calling APL.