AccountId: 011433970860
ContactId: 6305bc63-4e34-45e0-92d3-12edff56f9d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199089 ms
Total Talk Time (AGENT): 71082 ms
Total Talk Time (CUSTOMER): 52795 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6305bc63-4e34-45e0-92d3-12edff56f9d5_20250409T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm looking for a claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Just a moment.
[CUSTOMER][NEUTRAL] Policy number is 021.
[CUSTOMER][NEUTRAL] 37698.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that. Data service.
[CUSTOMER][NEUTRAL] A service is [PII].
[CUSTOMER][NEUTRAL] Total bill amount is.
[CUSTOMER][NEUTRAL] $1,484.
[AGENT][NEUTRAL] OK, give me just one moment, please.
[AGENT][NEUTRAL] Do you have an amount after the primary paid?
[CUSTOMER][NEUTRAL] I'm really sorry, what?
[AGENT][NEUTRAL] Do you have an amount after the primary paid?
[CUSTOMER][NEUTRAL] No, we have billed this claim as a primary to this insurance.
[AGENT][NEUTRAL] For $1,484.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] We don't have any claims on file for that amount and date of service for the member's secondary insurance.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, may I know the member eligibility?
[AGENT][NEUTRAL] Policy effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] Right, mailing address?
[AGENT][NEUTRAL] Uh, claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] All right. May I know the time refilling limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you for the information. May I have your name, please?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And color reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial then today's date. My name again is [PII], last initial T and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you very much and have a nice day.
[AGENT][POSITIVE] You as well. Take care.