AccountId: 011433970860
ContactId: 68c44306-f98c-4a52-852f-131d800df2ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187309 ms
Total Talk Time (AGENT): 72300 ms
Total Talk Time (CUSTOMER): 84531 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/68c44306-f98c-4a52-852f-131d800df2ea_20250326T20:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm [PII] from provider's office. I want to know the claim status.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with claim status. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 00949
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] 00949198.
[CUSTOMER][NEUTRAL] 00949, yeah, 00949198.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] neurology.
[CUSTOMER][NEUTRAL] The service is
[CUSTOMER][NEUTRAL] [PII] with the amount of 3, 340,303,430 bill amount.
[AGENT][NEUTRAL] And again that's data service 813-24?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. [PII], I'm checking [PII]'s policy for that data service and I do not have a claim on file for 8-13-2024.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] OK, got it. There's no claim on file for the data service.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's no timely filing so that can you can send that claim to us.
[CUSTOMER][NEUTRAL] OK. What's the time limit?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK, OK. There's no time. Got it, got it. Got it.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What's the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, it is the one.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] May I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. And today's date, right? [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, got it. Thank you, [PII], for assisting me today.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] I know, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL. Hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][NEUTRAL] Bye-bye.