AccountId: 011433970860
ContactId: 7093eee7-65d8-4543-aab6-ad4c226a4d6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261339 ms
Total Talk Time (AGENT): 65521 ms
Total Talk Time (CUSTOMER): 77626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7093eee7-65d8-4543-aab6-ad4c226a4d6c_20250218T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling on behalf of provider office to check the claim status. Could you please help me with this, sir?
[AGENT][POSITIVE] OK, [PII] I'm happy to check on claim status for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Did you have
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 02447387 M as in Mike. L as in Lima. B as in Bravo.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] Father, [PII].
[CUSTOMER][NEUTRAL] My and date of birth, [PII].
[AGENT][NEUTRAL] All right, thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] Date of service, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no claims on file for [PII].
[CUSTOMER][NEUTRAL] Please wait a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to verify the bill amount also?
[AGENT][NEUTRAL] We don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the city and term date?
[AGENT][NEUTRAL] Effective date is [PII]. Policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know that
[CUSTOMER][NEUTRAL] Fax or mailing for that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's timely filing?
[AGENT][NEUTRAL] Claims mailing address? I'm sorry?
[CUSTOMER][NEUTRAL] Family family.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, mailing address.
[AGENT][NEUTRAL] Mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, reference number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Reference number, please.
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date. My name is [PII], last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thanks for providing the details. Have a nice day. OK. Bye-bye for now.
[AGENT][POSITIVE] You're welcome bye bye [PII]