AccountId: 011433970860
ContactId: 5259d106-182e-4f1b-9c1d-c1a1e29a5f14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211520 ms
Total Talk Time (AGENT): 89933 ms
Total Talk Time (CUSTOMER): 77826 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5259d106-182e-4f1b-9c1d-c1a1e29a5f14_20250428T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII], calling on behalf of the provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Uh, so that's not a policy number of ours, that is actually our payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02519524.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and the charge amount to $50 even.
[AGENT][NEUTRAL] OK, that was 823 of $24 for $250?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm not showing that we have received any claims for that date of service.
[CUSTOMER][NEUTRAL] OK. Can you verify me the mailing address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And I've also got a fax number.
[CUSTOMER][NEUTRAL] OK. Uh,
[AGENT][NEUTRAL] And then of course our payer ID.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Can you, uh, OK, I'm repeating the ZIP code. It is [PII]. Is that right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And the city? Can you spell it?
[AGENT][NEUTRAL] That's [PII]. That's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And the state?
[AGENT][NEUTRAL] [PII], so it's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And may I know the timely filing to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Sure. No problem. I will review the claim to this address, OK? Can we send the electronic claim also, right?
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[AGENT][NEUTRAL] Yes, the pair ID is 60801.
[CUSTOMER][NEUTRAL] Mhm. OK. Sure. Thanks for that. I'll do that. That's it. Can I get the call reference?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][POSITIVE] OK. Cool. Thanks for the information provided. Have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.