AccountId: 011433970860
ContactId: 6affd4d3-e1b7-4ac1-b81a-52c01f658f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328579 ms
Total Talk Time (AGENT): 86113 ms
Total Talk Time (CUSTOMER): 181396 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6affd4d3-e1b7-4ac1-b81a-52c01f658f89_20250326T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office regarding claim status.
[AGENT][NEUTRAL] Mhm, you said your name is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes. Just a moment, please. Yes, the policy number is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 284624 M as in Mike, L as in Lima, and 7.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes just a moment, please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, before that, could you please spell your name for the documentation?
[AGENT][NEUTRAL] Let me get your callback number first.
[CUSTOMER][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The spelling of my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that one.
[AGENT][NEUTRAL] And uh-huh, you said you're checking claim status?
[CUSTOMER][POSITIVE] It's correct.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Is the policy number is 022.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 846
[AGENT][NEUTRAL] I didn't mean that. I have that. I meant the date of service and the total charge.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's OK, not an issue. Just a moment, ma'am. Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is.
[CUSTOMER][NEUTRAL] $11,982.10.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for verifying that for me, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And we're gonna look for data service January 8, 22825.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 1,198,210.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is this the hospital charge?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I don't show that we've received the claim yet.
[CUSTOMER][NEUTRAL] Actually we send it on.
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] We send it on [PII] to the paper mode.
[AGENT][NEUTRAL] And where, how did you send it?
[CUSTOMER][NEUTRAL] Through mail, ma'am?
[AGENT][NEUTRAL] And can you verify the mailing address? Mhm.
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Yes, the [PII]. OK. [PII].
[AGENT][NEUTRAL] Yeah, that is correct, but I don't show it received at this time. Is it mailed from directly from your office or does it go to another department to mail?
[CUSTOMER][NEUTRAL] [PII] from our office.
[AGENT][NEUTRAL] OK. I don't show it receipt.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Shall I get the mailing address and the fax number for sending again?
[AGENT][NEUTRAL] The mailing address you just verified is correct.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] The fax number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Ok.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] When the time limit for submitting the claim?
[AGENT][NEGATIVE] No timely.
[CUSTOMER][NEUTRAL] No time limit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please tell me the policy effective term date of the member?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Policy effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Still active, right?
[AGENT][NEUTRAL] The policy is active?
[CUSTOMER][POSITIVE] Thank you so much. Shall I get the call reference number for our call?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Thank you so much for the assistance, ma'am. Have a great day.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yes.