AccountId: 011433970860
ContactId: 75bed856-acdb-497b-a60e-fdf18ce7ed27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398790 ms
Total Talk Time (AGENT): 90552 ms
Total Talk Time (CUSTOMER): 166234 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/75bed856-acdb-497b-a60e-fdf18ce7ed27_20250106T13:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can I help you? Hey, hi, this is [PII]. I'm calling in the product office to check on our claim status.
[AGENT][NEUTRAL] OK, did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] Hey [PII] or [PII]? Sorry?
[AGENT][NEUTRAL] What is your first name?
[CUSTOMER][NEUTRAL] Is your first name? [PII].
[AGENT][NEUTRAL] Spell it for me please.
[CUSTOMER][NEUTRAL] Spell it for me for you. It's [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, thank you. And you said you're calling for a claim status?
[CUSTOMER][POSITIVE] OK, thanks for calling
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I get the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's 023893887.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII] on the date of birth of [PII].
[AGENT][POSITIVE] Thank you for that information and if you can provide the date of service and total charge, I can help with the claim status.
[CUSTOMER][NEUTRAL] A data service is [PII] and the total charges is.
[CUSTOMER][NEUTRAL] $51 even.
[AGENT][NEUTRAL] Give me a date of service of [PII] $51.
[CUSTOMER][NEUTRAL] of [PII] $51.
[AGENT][NEUTRAL] I'm not showing that data service on file for calling in.
[CUSTOMER][NEUTRAL] that services file for calling in.
[CUSTOMER][NEUTRAL] Yeah, you don't see a claim for this, right?
[AGENT][NEGATIVE] Correct, not received.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Not received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] And uh may I know the patient, uh, may I know the patient policy affect your termination date for this?
[AGENT][NEUTRAL] The policy is currently active. I show the policy effective date is [PII].
[CUSTOMER][NEUTRAL] He's currently at
[CUSTOMER][NEUTRAL] Policy effective date [PII].
[CUSTOMER][NEUTRAL] Mhm. And is there, uh, the submitting mailing address of
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's the timely filing?
[AGENT][NEUTRAL] No timely filing to submit the claim.
[CUSTOMER][NEUTRAL] please.
[CUSTOMER][NEUTRAL] And may I know what's the pay ID for this?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] OK. OK shall we move next week.
[AGENT][NEUTRAL] And you can also check your claim status on our website at [PII]. How many more do you have?
[CUSTOMER][NEUTRAL] Also check your status on our website at [PII]
[CUSTOMER][NEUTRAL] Uh 2 claims.
[AGENT][NEUTRAL] OK, the policy number? or is it for a different patient or the same?
[CUSTOMER][NEUTRAL] It's a different patient and the policy number is 12, 1275591.
[AGENT][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] A patient named [PII].
[CUSTOMER][NEUTRAL] Locus and date of birth of [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thanks for holding, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Mhm. A patient named [PII] on the rate of of [PII].
[AGENT][NEUTRAL] And the day of service
[CUSTOMER][NEUTRAL] Day. It's [PII] with the bill amount of.
[CUSTOMER][NEGATIVE] $295 even. $295 even.
[AGENT][NEUTRAL] What is the name of the provider or hospital name?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Middle name? It's [PII] physicians.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] I'm not showing that like on file.
[AGENT][NEUTRAL] [PII] for $295.
[CUSTOMER][NEUTRAL] I mean WhatsApp.
[CUSTOMER][NEUTRAL] $95. Mhm. What's the patient policy affect your termination date?
[AGENT][NEUTRAL] Policy effective date is [PII] currently active, same billing address and payer ID number.
[CUSTOMER][NEUTRAL] the effective date is [PII] currently active, same billing address and payer ID number? Mhm.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all for the day. And may I know how to spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He is [PII]. And what's all references.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Bye. Thanks for that information, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.