AccountId: 011433970860
ContactId: 4909d63e-4bc4-4f32-beb8-ea46d2e2a090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156729 ms
Total Talk Time (AGENT): 48661 ms
Total Talk Time (CUSTOMER): 62746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4909d63e-4bc4-4f32-beb8-ea46d2e2a090_20250616T14:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII]. I'm calling from provider's office. I'm just looking for a claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, sure. The callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02440112.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name [PII]. And the member's date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is [PII] with a total charge amount of $242.56.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. Would you like to verify how the claim was submitted?
[CUSTOMER][NEUTRAL] Uh, through electronically.
[CUSTOMER][NEUTRAL] OK. Could you provide me the time and filing limit first?
[AGENT][NEUTRAL] And what payer ID?
[CUSTOMER][NEUTRAL] Um, just give me a moment. I'm just looking for it.
[CUSTOMER][NEUTRAL] Uh, it's 60801. It's right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, which means there is a no claim on file, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, would you provide me the timely filing limit for the resumption of the claim?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Um, could you spell your name for my documentation purpose?
[AGENT][NEUTRAL] Um yes, my name is [PII]. It's spelled [PII] Last initial is [PII], and my name in today's date is your reference number. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's for the day. Thank you for assisting me. Thank you. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Bye-bye. Take care.
[AGENT][POSITIVE] Mhm, thank you.