AccountId: 011433970860
ContactId: 5eaf74b9-5596-418d-8f84-928cb4c26692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174610 ms
Total Talk Time (AGENT): 52062 ms
Total Talk Time (CUSTOMER): 62945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/5eaf74b9-5596-418d-8f84-928cb4c26692_20250514T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Provider So please looking on a claim status and my initial is [PII]. If you don't mind, can you please spell out your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number that's gonna be [PII] and the extension will be [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] The member ID that's gonna be 2230106.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] of service and bill charges.
[CUSTOMER][NEUTRAL] The date of service is [PII] with the total bill amount of $1,093 even.
[AGENT][NEUTRAL] Uh, looks like we've not received that claim. Can you get that resubmitted?
[CUSTOMER][NEUTRAL] Yeah, sure. Can I have the effective term date of this patient?
[AGENT][NEUTRAL] Uh, it is
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Effective date [PII].
[AGENT][NEUTRAL] Policy is currently active, no term date.
[CUSTOMER][POSITIVE] Thank you so much for that. Can I have the payer ID to resubmit the claim?
[AGENT][NEUTRAL] Pay your ID is 60801.
[CUSTOMER][POSITIVE] Thank you so much for that. Can you please verify the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much for that. May I know the timely filing limit to resubmit the claim?
[AGENT][NEUTRAL] There's no timely filing limit. You can submit any time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that. Can I have the call reference number for today's call?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for the valuable information, [PII]. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.