AccountId: 011433970860
ContactId: 6ceaaa95-1b5e-4bf7-a568-a2da8866b6fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237869 ms
Total Talk Time (AGENT): 55092 ms
Total Talk Time (CUSTOMER): 98425 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/2025/04/22/6ceaaa95-1b5e-4bf7-a568-a2da8866b6fa_20250422T20:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] calling from Bo's office to check up on claim status.
[AGENT][NEUTRAL] OK, ma'am, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, on the callback numbers.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy ID is.
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 759.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is that uh date of service and bill amount?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total bill amount is $1950 even.
[AGENT][NEUTRAL] OK, looks like I don't show a claim on file.
[CUSTOMER][NEUTRAL] There is uh no claim uh uh bill mm.
[AGENT][NEUTRAL] Yes, we do not have the claim.
[CUSTOMER][NEUTRAL] Yet
[CUSTOMER][NEUTRAL] OK. So, may I know the effective date, policy effective date?
[AGENT][NEUTRAL] The policy effective date is [PII]. It's current, there's no term date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the timely filing limit?
[AGENT][NEUTRAL] Uh, there's no timely filing limit. You can file anytime.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you forward me the mailing address for submitting the claim, again?
[AGENT][NEUTRAL] Yes, it's [PII], [PII].
[CUSTOMER][NEUTRAL] Please confirm it's uh uh [PII] [PII]. OK. uh ZIP code is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, may I know the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] May I know the call reference please?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And last name initial is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. So, thank you [PII]. Thank you, thank you for giving the information. Thank you so much. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.