AccountId: 011433970860
ContactId: 6e08ec8f-b29d-4c0b-94cb-635e52d143c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199020 ms
Total Talk Time (AGENT): 87030 ms
Total Talk Time (CUSTOMER): 96781 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6e08ec8f-b29d-4c0b-94cb-635e52d143c4_20250519T17:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi.
[CUSTOMER][NEUTRAL] Yeah, hi, this is I'm calling from product office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you, uh, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8. Sure, it's going to be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, it's going to be 01774085. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's going to be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Yeah, the service is [PII] with the amount of $507 even.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] With the with the amount of $507507 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that date of service you did say uh that was [PII] correct?
[CUSTOMER][NEUTRAL] Can you spell out the name for documentation?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing that we have received a claim for that date of service for this member.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. OK. May I know the pay ID to submit it?
[AGENT][NEUTRAL] That is 660801.
[CUSTOMER][NEUTRAL] Sorry, sorry, can you repeat it one more time?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 801 OK and may I know the mailing address?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Can you spell it for me?
[AGENT][NEUTRAL] Zip code is
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and may I know the effective date and the date of this number?
[AGENT][NEUTRAL] Effective date for this number was uh [PII] and it is currently active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And may I know the timely filing limit to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, and can you spell out your name for documentation purpose?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, [PII], thank you for that. And may I know the reason for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] OK, thank you for that, sir. Thank you for helping me today. Bye-bye. Take care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.