AccountId: 011433970860
ContactId: 522b7aca-7244-42af-96a0-8d997045b51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225009 ms
Total Talk Time (AGENT): 56815 ms
Total Talk Time (CUSTOMER): 129859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/522b7aca-7244-42af-96a0-8d997045b51d_20250226T16:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from provider's office. Actually, I'm looking for the claim status. Uh, could you please help me with that?
[AGENT][POSITIVE] I'd be happy to assist with claims out of state Gle if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure. Just a moment, please.
[CUSTOMER][NEUTRAL] But you.
[CUSTOMER][NEUTRAL] Uh, my best call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 0199.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1154.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth is uh [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] OK. Uh, the amount is 1,648,150.
[AGENT][NEUTRAL] OK, we don't have that on file.
[CUSTOMER][NEUTRAL] Uh OK. Uh, so the claim which have been filed for what month?
[AGENT][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, you like before you said that you, you have claim in file.
[AGENT][NEUTRAL] No, I said we don't have that claim on file.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I'm sorry. OK, so can you please confirm the meeting address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] And uh in which state?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, for which state, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you, thank you so much for the information and uh please share the fax number as well.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 942-3, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. uh, just a moment please.
[CUSTOMER][NEUTRAL] Yeah. And uh what is the timely finding limit?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you, thank you so much for the information. Can I get the call reference number, please?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] We're
[CUSTOMER][NEUTRAL] Uh, OK, [PII]. Uh, can you please spell out your name as well?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much. Uh, have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too.