AccountId: 011433970860
ContactId: 5ed7aa4b-2aae-4635-b3b6-ce628c854f5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180250 ms
Total Talk Time (AGENT): 49788 ms
Total Talk Time (CUSTOMER): 74710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5ed7aa4b-2aae-4635-b3b6-ce628c854f5a_20250605T15:49_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status. Can you help me?
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 023 297 12.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII], sorry, it's actually [PII] for $225 even.
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] OK. And may I know the effective date of the policy?
[AGENT][NEUTRAL] Policy was effective [PII] and it's still active.
[CUSTOMER][NEUTRAL] [PII], still active as secondary.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII] and that's in [PII].
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And the timely filing limit for claims?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] No time. OK. And can you spell your name for me?
[AGENT][NEUTRAL] [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's all for today. And may I have the call reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information you provided me on this call.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye.
[AGENT][NEUTRAL] Bye bye