AccountId: 011433970860
ContactId: 78fe09e8-f0e8-409d-a722-8548e04971eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228960 ms
Total Talk Time (AGENT): 116527 ms
Total Talk Time (CUSTOMER): 84775 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/78fe09e8-f0e8-409d-a722-8548e04971eb_20250108T16:07_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I'm checking up on claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, and you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I could just get him home.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh 02433267.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK, sure. Just [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] OK, perfect. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $433.88.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Find a place for you.
[CUSTOMER][NEUTRAL] In the future you can check.
[CUSTOMER][NEUTRAL] at secure.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have that claim on file, Mr. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have uh policy fact to date, please?
[AGENT][NEUTRAL] Sure. The effective date of the policy is [PII] and it is active at the moment. This is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Sure, can I take the date of the policy.
[CUSTOMER][NEUTRAL] OK. OK. And what's the time 5 you mean for claim submission?
[AGENT][NEGATIVE] We don't have time filing limits.
[CUSTOMER][POSITIVE] OK, that's cool. And is there a pay ID?
[AGENT][NEUTRAL] Uh, payer ID, uh, the payer ID is 60801. Now this um particular policy is one of our secondary policies, so we need the EOB, the primary EOB attached to it, so it needs to be sent either by mail or fax.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what's the mailing address?
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII], [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Sorry, could you repeat it again? [PII].
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, that's cool.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is OK, is there anything else I can help you with today? Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last, yes, please. I need to call reference number, but before that, could you spell your name for me, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good. Thanks, thanks for your assistance. That's all for now.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thanks.