AccountId: 011433970860
ContactId: 50e175cf-5068-4b3f-9b30-edb7ffb63202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170330 ms
Total Talk Time (AGENT): 57502 ms
Total Talk Time (CUSTOMER): 71562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/50e175cf-5068-4b3f-9b30-edb7ffb63202_20250224T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was wondering if I can get claim status, please.
[AGENT][NEUTRAL] I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number for the member please.
[CUSTOMER][NEUTRAL] I have 023703.
[CUSTOMER][NEUTRAL] 51 M for Mary, L for Larry, and the number 8.
[AGENT][NEUTRAL] May I please have the member's name and date of birth?
[CUSTOMER][NEUTRAL] I got [PII], [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you so much for verifying the information today you're calling for claim status. Could you please verify the date of services?
[CUSTOMER][NEUTRAL] Got [PII].
[CUSTOMER][NEUTRAL] For 48,450 and I have another date for him too well.
[AGENT][NEUTRAL] I don't have a claim for that data service. What was the other data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have a claim for that data service either.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Things on file. OK, can I verify the
[CUSTOMER][NEUTRAL] Address?
[AGENT][NEUTRAL] Sure. That will be [PII]. That's in [PII] [PII]. The zip code is [PII].
[AGENT][NEUTRAL] We do have a payer ID number of 60801. Is there anything else, [PII], I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So we um those claims were sent, let me see if they were sent electronically.
[CUSTOMER][NEUTRAL] It was sent paper, but those are the correct mailing addresses so they were sent time. I'm just trying to figure out why you guys didn't get it.
[CUSTOMER][NEUTRAL] Uh, what is your timely filing because we sent it timely.
[AGENT][NEGATIVE] No time filing.
[CUSTOMER][NEUTRAL] It's not so I can have a reset. I'll see if we got that payer electric, uh, you said 60801.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] If not, we have to try to drop it the paper again and there's no timely filing.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] And um did you send the EOP with it?
[CUSTOMER][NEUTRAL] Um, yeah, they should have. Yeah, I'm showing Aetna's primary. Mhm.
[AGENT][NEUTRAL] OK, all right. The reference number would be my name in today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'll get it sent back out April. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.