AccountId: 011433970860
ContactId: 47f10fc0-3fd9-4646-a094-3db44951e192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352489 ms
Total Talk Time (AGENT): 65047 ms
Total Talk Time (CUSTOMER): 83637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/47f10fc0-3fd9-4646-a094-3db44951e192_20250624T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] looking for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Member policy number is 02555967.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth on [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service on [PII].
[CUSTOMER][NEUTRAL] And total charge is $11,330.24.
[AGENT][NEUTRAL] OK, that policy number you gave me is not effective till [PII]. Let me look up the other policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the date of service again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, not [PII]? OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was the bill charges again?
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] 10,000, sorry, it's actually
[CUSTOMER][NEUTRAL] 11 $1330.24.
[AGENT][NEUTRAL] Yeah sure the claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, it looks like the maximum dollar amount for this confinement had been met previously.
[CUSTOMER][NEUTRAL] OK, maximum toler movement, right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, may I have the claim number for this one?
[AGENT][NEUTRAL] 3572563
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have that mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the timely filing limit to submit a claim, sorry, submit an appeal.
[AGENT][NEUTRAL] 180 days from process date.
[CUSTOMER][NEUTRAL] If you don't mind, could you just send the copy of your be to my fax?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][POSITIVE] OK, thanks so much and happy to speak with you. May I have that from some of our conversation.
[AGENT][NEUTRAL] My reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thanks so much. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you too. Bye bye.