AccountId: 011433970860
ContactId: 53969c7d-05e3-45db-aaa4-406342b38859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413299 ms
Total Talk Time (AGENT): 76554 ms
Total Talk Time (CUSTOMER): 183827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/53969c7d-05e3-45db-aaa4-406342b38859_20250416T20:55_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], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have, uh, [PII] on the phone. He is calling to check claim status on a patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the policy number is 167.
[CUSTOMER][NEUTRAL] 8802.
[AGENT][NEUTRAL] OK, who is that?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] The insured, I did verify the name and date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And [PII]'s callback number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. You can send him through.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] All right, thank you so much [PII] have a good day.
[AGENT][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Hello, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for provider Narayan. Please note this call will be monitored and recorded for the quality and training purposes, and I'm calling to obtain the status on a claim.
[AGENT][NEUTRAL] OK, what was the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like I don't have a claim on file, but looks like this policy is.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Expired, let me see if
[AGENT][NEUTRAL] Mm, yeah, he, he did have coverage during the day, but I don't have that claim on file.
[CUSTOMER][NEUTRAL] You did not receive any claim on file, right? We have submitted a corrected claim on [PII].
[CUSTOMER][NEUTRAL] Do you receive anything?
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Same date of service [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Same date of service, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I don't, I don't have a date of service on file for that.
[CUSTOMER][NEUTRAL] So you don't have any claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct claim no correct claim on file and may I know the
[CUSTOMER][NEUTRAL] Timely filing limit is submitted and corrected claim.
[AGENT][NEUTRAL] Um, timely filing, there's no timely filing limit.
[CUSTOMER][NEUTRAL] And when the mailing address to submit a corrected claim?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And just need uh may I know the claim number?
[CUSTOMER][NEUTRAL] Oh I'm sorry, the call reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, [PII], I do have 3 more claims to check the claim status. So can I help you with the claims?
[AGENT][NEUTRAL] For the same member?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it is for the different members.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] The policy number is starting with 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 818-6546
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I didn't pull up that policy number. What's the last name?
[CUSTOMER][NEUTRAL] Last name is [PII]. It's spelled as [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I'm not pulling up that name in our system or that ID number.
[AGENT][NEUTRAL] Do you have any other information?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I do have the social security number. Can we check with the Social Security number?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] One moment, let me take a look here for social security number.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] Uh social security number I do see it's [PII].
[AGENT][NEUTRAL] I'm not pulling up anything under that social with that name.
[CUSTOMER][NEUTRAL] OK, you know, OK. And can we check with a different member ID?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII], sorry.
[AGENT][NEUTRAL] And we don't
[AGENT][NEGATIVE] They don't have letters. They won't have letters in it.
[CUSTOMER][POSITIVE] Oh, I do see that. So can you provide, uh, thank you so much for assisting, [PII]. You have a wonderful day.
[AGENT][POSITIVE] OK, thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.