AccountId: 011433970860
ContactId: 78d1ad37-f97b-455d-9271-b143f7d59319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455070 ms
Total Talk Time (AGENT): 110702 ms
Total Talk Time (CUSTOMER): 145830 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/78d1ad37-f97b-455d-9271-b143f7d59319_20250429T15:12_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm calling you from the provider office. I just want to know the claim status. Can you please help me?
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is uh let me check one moment.
[CUSTOMER][NEUTRAL] 02446499.
[AGENT][NEUTRAL] And what is this member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] The member's name is uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Lead of service is uh.
[CUSTOMER][NEUTRAL] [PII] but the amount is $9,5,544.90.
[AGENT][NEUTRAL] OK, so I could barely hear you. Your phone is breaking up. I'm not sure if there's wind blowing or something, but it's breaking up the what you're saying. What was the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] bill amount $9,544.90.
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEGATIVE] No, actually I do not have anything.
[AGENT][NEGATIVE] There's multiple claims on file for the data service.
[CUSTOMER][NEUTRAL] Actually, I do not have.
[CUSTOMER][NEUTRAL] So I'm giving you the total bill amount. So you need to check with the bulk amount. Uh, let me check the bulk.
[AGENT][NEUTRAL] I'm not showing that total bill amount in the system.
[CUSTOMER][NEUTRAL] OK, no problem. So it can be the clean no note on file on the date of service, so we need to rebuild.
[AGENT][NEUTRAL] You said the total bill amount was 9000?
[CUSTOMER][NEUTRAL] Yeah, $9,554.
[CUSTOMER][NEUTRAL] Uh, let me check, $9,544.90.
[AGENT][NEGATIVE] There's no claim on file, unfortunately.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? No the [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah, yeah, one moment, one moment. I, I want to take down some information. What is the effective date of this number and the domination date?
[AGENT][NEUTRAL] Could you provide me with your name and I'll give you that information.
[AGENT][NEUTRAL] I forgot your name. You said.
[CUSTOMER][NEUTRAL] Yeah, my name is just uh-huh. [PII]. And what is your name? Can you spell out your name?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. So what is the effective in the termination date of this member?
[AGENT][NEUTRAL] Give me one moment, I'm gonna go back to the screen. I'm trying to put notes on the policy. You said the date of service was [PII]?
[CUSTOMER][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] So the bill amount of $9,544.90 right?
[CUSTOMER][NEUTRAL] On 59 9544.90.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] This policy became effective.
[AGENT][NEUTRAL] [PII]. [PII] and it's currently active.
[CUSTOMER][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] Payer ID number.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, and what is the mailing address?
[AGENT][NEUTRAL] The mailing address will be addressed to [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment and what is the call reference number, [PII]?
[AGENT][NEUTRAL] We don't provide those [PII], you can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, one moment, let me check uh another claim if I have for you. So one moment, let me finish my note.
[CUSTOMER][NEUTRAL] And what is the claim submission timely filing limit?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK, so we can resubmit the claim any time, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] For giving me the information.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, so I have checked, so, uh, I do not have the any the account for you. So thank you so much for giving me the information. Have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Your call has