AccountId: 011433970860
ContactId: 6b919cab-3d65-443a-9aa5-8169c8616f29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185809 ms
Total Talk Time (AGENT): 67180 ms
Total Talk Time (CUSTOMER): 72160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/6b919cab-3d65-443a-9aa5-8169c8616f29_20250313T21:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office to check on claim status. Could you help me with this?
[AGENT][POSITIVE] Yeah, I'm happy to check on the claim status. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 021-92328 M as in Mike, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Uh, we will the claim via paper on [PII]. Could you recheck once again?
[AGENT][NEUTRAL] I'm not showing anything on file. What's the claims mailing address that you have?
[CUSTOMER][NEUTRAL] Um, [PII], [PII], OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] That is correct unfortunately there's no claims on file or need to be resubmitted.
[CUSTOMER][NEUTRAL] Uh, OK. How can we submit the claim?
[AGENT][NEUTRAL] It can be submitted electronically, via fax or paper in the mail.
[CUSTOMER][NEUTRAL] OK, could you provide me the electronic payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 6080. Just confirm that 60801, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, could you provide me the mailing address also?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you provide me the timely selling limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. Could you provide me the policy effective and term date?
[AGENT][NEUTRAL] The effective date is [PII]. No term date, patient is still active.
[CUSTOMER][NEUTRAL] OK. Could you provide me the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you for the information. Have a nice day. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.