AccountId: 011433970860
ContactId: 5b0e5500-ae76-48d8-86e5-57f21efab0d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180990 ms
Total Talk Time (AGENT): 44747 ms
Total Talk Time (CUSTOMER): 89094 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/5b0e5500-ae76-48d8-86e5-57f21efab0d3_20250401T16:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII], my name is uh [PII], and first initial of my last name is [PII].
[AGENT][NEUTRAL] OK can I
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah. Actually, I'm looking for a claim status, so can you help me for that?
[AGENT][POSITIVE] I'd be happy to assist with claim status today, say, if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1149556. M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] S as in 5.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII].
[CUSTOMER][NEUTRAL] It very.
[CUSTOMER][NEUTRAL] And her date of birth, [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Yeah, uh, we are looking for the date of service. [PII] with the total bill amount $445.74.
[AGENT][NEUTRAL] Thank you for that information. I do show the claim denied because there was no active service at the time.
[AGENT][NEUTRAL] active coverage at the time of service.
[CUSTOMER][NEUTRAL] OK. On that time, a policy was not active, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so do you have a claim number?
[AGENT][NEUTRAL] Claim number is 356-6700.
[CUSTOMER][NEUTRAL] 356 6.
[AGENT][NEUTRAL] 700.
[CUSTOMER][NEUTRAL] 700. OK, thank you. And can you also provide me the uh policy effective date and the term date?
[AGENT][NEUTRAL] Policy was effective [PII]. Policy term on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Thank you. OK. So, can we build this claim to patient?
[AGENT][NEUTRAL] If you'd like, yeah.
[CUSTOMER][NEUTRAL] OK. Thank you for this information. And what is your timely filing limit?
[AGENT][NEGATIVE] We don't have time to
[CUSTOMER][NEUTRAL] You don't have the time. OK, thank you. Thank you for this information, um, [PII]. Can I have the call reference number?
[AGENT][NEUTRAL] Reference is just my name, [PII], last initial S as in [PII], and the date and time of the phone.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL have.