AccountId: 011433970860
ContactId: 4eb41d82-9140-400a-90ea-cbe517f976f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172050 ms
Total Talk Time (AGENT): 71906 ms
Total Talk Time (CUSTOMER): 66092 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4eb41d82-9140-400a-90ea-cbe517f976f2_20250205T18:21_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]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] All right, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02217258 M as in Mike L as in Lima, number 7.
[AGENT][NEUTRAL] Alright thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII] uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII] with the charge amount of.
[CUSTOMER][NEUTRAL] $3,223 even.
[AGENT][POSITIVE] Got it. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry, was that, um, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I am not showing that we've received a claim for that date of service for this member, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you please confirm me your mailing address?
[AGENT][NEUTRAL] Yes, it is a [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I've also got a uh fax number and a payer ID if you'd like [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yes, please give me the payer ID.
[AGENT][NEUTRAL] Sure, payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, now is the time you're filing?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no time filing limit.
[CUSTOMER][NEUTRAL] And uh I'm sorry, I didn't catch your name. Can you please spell your name?
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], and can I get the call reference?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Nothing. Thank you for asking. Have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.