AccountId: 011433970860
ContactId: 76d56893-0c6b-41e0-abd8-30d105eff24a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270329 ms
Total Talk Time (AGENT): 74742 ms
Total Talk Time (CUSTOMER): 102954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/76d56893-0c6b-41e0-abd8-30d105eff24a_20250623T18:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office calling for the claim status information.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01761792.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name of the patient, last name is [PII], and the first name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $214 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK. Like uh we have submitted this claim through mailing address which is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's the correct address, but I don't see where we have that claim on file.
[CUSTOMER][NEUTRAL] OK. Could you please check and confirm whether the patient is active on the data of service or not?
[AGENT][NEUTRAL] They were active.
[CUSTOMER][NEUTRAL] Can you help me with the termination dates?
[AGENT][NEUTRAL] Um, there is no termination date. The plan is still active, but the policy became effective [PII].
[CUSTOMER][NEUTRAL] Thank you. And what is the timely limit to submit the claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] OK. Thank you so much and I do have one more patient.
[AGENT][NEUTRAL] One moment, let me notate this.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 785-511.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII], and the first name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII] with the billing amount of $358 even.
[AGENT][NEUTRAL] I'm not sure we have that on file.
[CUSTOMER][NEUTRAL] Can you help me with the effective date?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Still active, right?
[AGENT][NEUTRAL] Yes, um, actually, no, it turned on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you. And, and I, I do have one more question and this will be the last one.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] 01912977
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name of the patient, last name is [PII] and the first name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $297 even.
[AGENT][NEUTRAL] OK, I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Can you help me with the effective and termination dates?
[AGENT][NEUTRAL] Policy effective [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Thank you so much. And could you please spell out your name for my documentation?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, I'm done with this call. Can you please help me with the call reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] Thank you so much and have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.