AccountId: 011433970860
ContactId: 4e3b5d57-c8d1-40bd-b121-1b2418b48f5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363980 ms
Total Talk Time (AGENT): 90881 ms
Total Talk Time (CUSTOMER): 134322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4e3b5d57-c8d1-40bd-b121-1b2418b48f5a_20250402T18:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you for provider office. I am checking status for a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, one moment, the callback number is.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the member ID number is 11 moment.
[CUSTOMER][NEUTRAL] It's 1085329.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, one, [PII] Guest. Date of birth, [PII].
[AGENT][NEUTRAL] Um, I have a totally different name and date of birth. Can I try that policy number one more time?
[CUSTOMER][NEUTRAL] Just one moment. I'm providing you the member policy number 9071.
[AGENT][NEUTRAL] What was the policy number?
[CUSTOMER][NEUTRAL] Uh, the ma'am.
[CUSTOMER][NEUTRAL] Policy number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01834975
[AGENT][NEUTRAL] OK, that matches. OK. And [PII] is the patient?
[CUSTOMER][NEUTRAL] Yes, and the luggage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the date of service?
[CUSTOMER][NEUTRAL] Uh, 11 moment. I'm just reading the.
[CUSTOMER][NEUTRAL] Date of
[CUSTOMER][NEUTRAL] The date of service is [PII], billed amount $240.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this policy is termed. Let me see if she has another policy.
[AGENT][NEUTRAL] Yeah, this policy terminated on [PII], and I do not have a claim on file.
[CUSTOMER][NEUTRAL] One moment, I actually.
[CUSTOMER][NEUTRAL] There's no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was the effective date? It was the term date, but it was effective from which date?
[AGENT][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] And the termination date [PII].
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what was the timely filing for submitting a fresh claim?
[AGENT][NEGATIVE] Uh there's no timeline filing.
[CUSTOMER][NEUTRAL] There's no time requiring.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It could be submitted after a number of days, like 1 year to year. It doesn't matter.
[AGENT][MIXED] Correct, but they don't have any coverage, so it would just be denied.
[CUSTOMER][NEUTRAL] Coverage is terminated, but I'm just uh
[AGENT][POSITIVE] But yes, you can
[CUSTOMER][NEUTRAL] I'm just asking the general time if I need to submit a fresh claim.
[AGENT][NEUTRAL] Yeah, you
[AGENT][NEUTRAL] Yeah, there's no there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. And sorry, I missed your name. What was that?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And initial last name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Initial to your last is?
[AGENT][NEUTRAL] Uh, the last initial?
[CUSTOMER][NEUTRAL] Last name initial.
[AGENT][NEUTRAL] Oh, last, uh, initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK, mailing address pay ID time signing.
[CUSTOMER][NEUTRAL] And the member, OK, and you can provide me the call reference number in that case, [PII]. I have only one member for today.
[AGENT][NEUTRAL] Uh, the call reference number is just my name and then first initial of my last name, and today's date.
[CUSTOMER][NEUTRAL] Your name is [PII]
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII], then for the information. Have a great day.
[AGENT][POSITIVE] OK, thanks for calling [PII]. Thanks, have a good day.