AccountId: 011433970860
ContactId: 71c57217-071d-43ae-8cab-199800634694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258040 ms
Total Talk Time (AGENT): 94873 ms
Total Talk Time (CUSTOMER): 93578 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/71c57217-071d-43ae-8cab-199800634694_20250108T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from provider office looking for claim status.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] 015
[CUSTOMER][NEUTRAL] 51662.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you for that and
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Hello. Yeah, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information and we're checking claim status.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And provide the date of service in charge, and I can assist.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII], the total bill amount of $260 even.
[AGENT][NEUTRAL] 260.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I am not showing that data service on file for Lam.
[CUSTOMER][NEUTRAL] So there is no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's the timely filing limit to submit a claim?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][POSITIVE] We can do any time.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] There is no
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So correct.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] And you can also uh check your claim status on our um online service center at [PII].
[AGENT][NEUTRAL] [PII]. And any other questions I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy effective date of this number?
[AGENT][POSITIVE] The policy became effective.
[AGENT][NEUTRAL] [PII], this policy is active at this time.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK. And let me once confirm the mailing address that we have to mail. [PII], right?
[AGENT][NEGATIVE] Hm, that is incorrect. Uh, the correct mailing address is [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I can provide the payer ID and fax number if you would like.
[CUSTOMER][NEUTRAL] Yeah, pay ID?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 9
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] You'll use my, you'll use my name in today's date as your reference. [PII], first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] My name and the date is your reference, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you so much.
[AGENT][POSITIVE] No, you're welcome. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh bye-bye.