AccountId: 011433970860
ContactId: 6b4ab215-1968-4eab-af3a-a49a5668714d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280670 ms
Total Talk Time (AGENT): 95688 ms
Total Talk Time (CUSTOMER): 92197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/6b4ab215-1968-4eab-af3a-a49a5668714d_20250527T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm looking on a claim status. Can you help me?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. Uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes. It's 01611584 ML8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Um, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service, [PII] for $480 even.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I am not showing that we have received a claim for that date of service for this number, [PII].
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] [PII] for for $80.
[AGENT][NEUTRAL] Yes, we have not received any claims for that date of service.
[CUSTOMER][NEUTRAL] OK, may I know the effective date of the policy?
[AGENT][NEUTRAL] This policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And it active by secondary as of now, I.
[AGENT][NEUTRAL] It is currently active, correct.
[CUSTOMER][NEUTRAL] And may I know the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And, and the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the attention to this fax number.
[AGENT][NEUTRAL] That would just be claims department.
[CUSTOMER][NEUTRAL] The timely filing limit for claim submission?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] No timely filing limit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] 1 [PII].
[CUSTOMER][NEUTRAL] And your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] Reference number would be my first name, last initial, and today's date.
[AGENT][NEUTRAL] And was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you for asking and thank you for the information you provided me.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.