AccountId: 011433970860
ContactId: 5db4e158-4c5c-4e9d-9d87-59545287ecfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201250 ms
Total Talk Time (AGENT): 53651 ms
Total Talk Time (CUSTOMER): 73106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5db4e158-4c5c-4e9d-9d87-59545287ecfa_20250513T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII]. I'm calling from the provider office.
[CUSTOMER][NEUTRAL] Looking for the general claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] Yeah, it's a [PII], spelled like [PII]
[AGENT][NEUTRAL] OK, perfect. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 126.
[CUSTOMER][NEUTRAL] 246
[CUSTOMER][NEUTRAL] 8 M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, it's a [PII] of 2024. And the total charges, I have $608 even.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, you said $1220 2024, $608. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show that claim on file. Can you get that resubmitted?
[CUSTOMER][NEUTRAL] OK. OK. So you don't have any claim on file for this data service, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And may I know the, uh, will you accept the fax by chance?
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So attention to?
[AGENT][NEUTRAL] That comes directly to our claims department.
[CUSTOMER][NEUTRAL] OK. So do I have a fax number [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And may I know the patient effective termination date?
[AGENT][NEUTRAL] The effective date is [PII]. Termination is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And may the timely filing limit to submit the claim?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] Uh, OK, got it.
[CUSTOMER][NEUTRAL] And um may I know the electronic pay ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][POSITIVE] Thank you so much for that information. And um
[CUSTOMER][NEUTRAL] Could you please repeat the call reference number for this call?
[AGENT][NEUTRAL] Reference is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for that information, [PII], and have a nice day for you.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye-bye.