AccountId: 011433970860
ContactId: 586bae1b-85a0-4edb-b930-7deddf8c10c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230360 ms
Total Talk Time (AGENT): 70017 ms
Total Talk Time (CUSTOMER): 86671 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/586bae1b-85a0-4edb-b930-7deddf8c10c8_20250505T13:46_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]. I'm calling, hello. Hi [PII]. This is [PII]. I'm calling from product office for looking claim status.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, I, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] Policy number is 43890001.
[CUSTOMER][NEUTRAL] I'm sorry. Uh, actually this plan code. Policy number is 02263183.
[AGENT][NEUTRAL] OK, uh, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, it's uh December [PII] and charges amount is $4,087 even.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And charges 4087.
[AGENT][NEUTRAL] I don't have a, I have another date of service or I have a different bill charges for that date, just an office visit. I don't have like a facility charge on file.
[CUSTOMER][POSITIVE] OK. Oh, actually, uh, amount is correct. It is uh $4,087 even.
[AGENT][NEUTRAL] OK, yeah, I don't show the claim on file.
[AGENT][NEUTRAL] Can you resubmit?
[CUSTOMER][NEUTRAL] OK. Uh, what is the time you falling?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Uh, yes, what is the claim time finding?
[AGENT][POSITIVE] There is no timely filing, there's no limit. You can file anytime, yeah.
[CUSTOMER][NEUTRAL] Oh, OK. OK, sir. OK, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, could you confirm, uh, mailing address, please?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh, uh, I'm sorry, after that 89.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, pay, uh, what about pay ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][POSITIVE] OK. Thank you so much. Could you provide me a member effective date, please?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] And it still is active?
[AGENT][NEUTRAL] Um, let's see this one.
[AGENT][NEUTRAL] Uh terminated [PII].
[CUSTOMER][POSITIVE] 81 2024. OK. Thank you so much. May I have a reference number for this one, please?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, sir. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, bye.