AccountId: 011433970860
ContactId: 59801233-34d4-4fcd-92dd-d7c8a4c7f017
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157029 ms
Total Talk Time (AGENT): 47948 ms
Total Talk Time (CUSTOMER): 75073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/59801233-34d4-4fcd-92dd-d7c8a4c7f017_20250402T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], this is [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, at least I can help you with claim status. Do you have a good callback number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 02446538.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The Patient name is [PII]. Date of birth of [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] The date of service.
[CUSTOMER][NEUTRAL] So the patient, uh, I'm sorry, the date of service is [PII], and the bill amount is $277 even.
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, I don't show a claim on file.
[CUSTOMER][NEUTRAL] Um, I don't have a claim on file.
[CUSTOMER][NEUTRAL] May I know the patient's coverage effective date and the termination date?
[AGENT][NEUTRAL] Current effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Exactly 11.
[CUSTOMER][NEUTRAL] All he's active.
[CUSTOMER][NEUTRAL] May I know the payer ID to submit a claim?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Your ID 6001. Any timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] There is no timely filing limit. OK.
[CUSTOMER][NEUTRAL] And also could you please verify the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] So then that's it for today, [PII]. Thank you so much and may I know the reference number for the conversation?
[AGENT][NEUTRAL] Uh, reference number is gonna be my first name, first initial of my last name which is [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, reference number is gonna be my.
[CUSTOMER][POSITIVE] In today's date. Thank you so much and you may have a wonderful rest bye bye.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.