AccountId: 011433970860
ContactId: 61944fda-2546-4fdb-b53b-1271ec761779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180089 ms
Total Talk Time (AGENT): 60328 ms
Total Talk Time (CUSTOMER): 88546 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/61944fda-2546-4fdb-b53b-1271ec761779_20250527T13:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office calling for claim charges.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. And first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Callback. Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] is your direct line. Could you spell your name, please?
[AGENT][NEUTRAL] Um, my name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No problem. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's A for Urban. I'm sorry.
[CUSTOMER][NEUTRAL] It's 80001.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEGATIVE] I don't think it is the right member ID.
[CUSTOMER][POSITIVE] Yeah, I got you
[CUSTOMER][NEUTRAL] Yeah, it's a group number. Uh, one second.
[CUSTOMER][NEUTRAL] Where is the ID mentioned? OK, it's in hospitals or 023.
[CUSTOMER][NEUTRAL] 559
[CUSTOMER][NEUTRAL] 46 M for Mike, L for Lima, number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] Total bill is $1,207 1207.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Could you tell me the effective date of the patient and the term date?
[AGENT][NEUTRAL] Yes, and sure, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Still active. OK, thank you so much. And what is the timely filing for claim permission?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] No time defining, OK. And could you verify your mailing address, which is, 1 2nd.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] That's correct, right? OK. So thank you so much. And could you give me a call reference for this?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's it for today. Thank you so much, Ay. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.