AccountId: 011433970860
ContactId: 600f2fea-9ecc-414b-a5f2-f0ef315c01c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264829 ms
Total Talk Time (AGENT): 99577 ms
Total Talk Time (CUSTOMER): 84788 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/600f2fea-9ecc-414b-a5f2-f0ef315c01c4_20250226T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. The policy number is 02450098M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying that, [PII].
[AGENT][NEUTRAL] And let's see, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII]. The amount is $3,567 even.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm sorry, could you repeat that billed amount?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] $3,567 even.
[AGENT][NEUTRAL] OK, and you did say that was [PII], correct?
[CUSTOMER][NEUTRAL] Right. [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you. One moment please.
[AGENT][NEUTRAL] OK, I'm not showing that we've received any claims uh for this member, [PII].
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] The, we submitted to the electronic mode at last and to the payer ID 60801. Is that yours?
[AGENT][NEUTRAL] That is correct, um, and you did say this was from [PII], um, date of birth is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Right, OK, so yeah, we don't have any claims on file for this member.
[CUSTOMER][NEUTRAL] One minute. Let me note it down.
[CUSTOMER][NEUTRAL] OK. Um, let me submit you to the mailing address, OK? Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] Yes, that's uh [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. One minute.
[AGENT][NEUTRAL] I've also got a fax number if you'd like, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, that's OK. Uh, can I get the first date and term date?
[AGENT][NEUTRAL] Yes, uh, so the effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Family filing limits.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Plant type?
[AGENT][NEUTRAL] This is a secondary medical policy.
[CUSTOMER][NEUTRAL] Secondary medical policy. Got it. Let me resubmit it. Can I get the call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my misspelled [PII] last initial is [PII] And was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Nothing else. Thank you. Have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. You too. Bye bye.