AccountId: 011433970860
ContactId: 72e10c1f-cf83-4ec5-83b0-e57d8e7ce8d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307579 ms
Total Talk Time (AGENT): 87374 ms
Total Talk Time (CUSTOMER): 119479 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/72e10c1f-cf83-4ec5-83b0-e57d8e7ce8d1_20250613T17:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. This call is regarding
[CUSTOMER][NEUTRAL] This call is regarding to the status of a claim. Could you please help me out?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, I'll just try that. It's [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I just have one claim.
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, please give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 2510239.
[AGENT][NEUTRAL] I'm sorry, the phone went in and out. Can you repeat that, please?
[CUSTOMER][NEUTRAL] Sure. It is 251-023-9.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome. Please take your time.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Sure, it's [PII] of this year with the bill amount of $247.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, so I'm not showing a claim on file for um [PII] for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me please check. Uh, do you want to verify the doctor's NPID or the address, tax ID or anything?
[CUSTOMER][NEUTRAL] So that
[AGENT][NEUTRAL] There's no need. We haven't received the claim, but you can submit, you can resubmit the claim if you like for us to process it. There's nothing here.
[CUSTOMER][NEUTRAL] So the claim has not been filed, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] This that that that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is the patient active for the data service?
[AGENT][NEUTRAL] Yes, the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] All right. May I know your payer ID please so that I could verify if it was, yeah, sure, please tell me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I got that. It's registered to the rental exchange.
[CUSTOMER][NEUTRAL] Mm this check.
[CUSTOMER][NEUTRAL] File.
[CUSTOMER][NEUTRAL] May I know the timely filing limit for this for the resubmitting the claim?
[AGENT][NEUTRAL] Sure, so
[AGENT][NEUTRAL] So there's no timely filing, um, as long as the policy is active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright, thank you so much for your assistance. May I have the reference number for this call too?
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else?
[AGENT][NEUTRAL] So there's no call reference number.
[CUSTOMER][NEUTRAL] Yeah, just that number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Again, that's [PII] is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Today's date [PII].
[CUSTOMER][POSITIVE] Alright, I got all the information that I need. Thank you so much for your assistance. Hope you have a great weekend thank you bye bye.
[AGENT][POSITIVE] You're very welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Sure bye.
[CUSTOMER][NEUTRAL] Well.