AccountId: 011433970860
ContactId: 79dc666e-3c9d-4fa4-a74b-de48912dc93c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333690 ms
Total Talk Time (AGENT): 104494 ms
Total Talk Time (CUSTOMER): 74908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/79dc666e-3c9d-4fa4-a74b-de48912dc93c_20250401T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. We are calling from provider's office.
[CUSTOMER][NEUTRAL] We need checking your claim status.
[AGENT][POSITIVE] Sure, I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's policy number is uh
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] 75
[CUSTOMER][NEUTRAL] 041.
[CUSTOMER][NEUTRAL] The
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And um what is the amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The total bill amount is 736.36 cents.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] It's gonna be one more minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] Sorry, no claim.
[AGENT][NEUTRAL] No claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have your full?
[AGENT][NEUTRAL] timely filing limit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] There's no timely filing limits.
[CUSTOMER][NEUTRAL] Can I fix your date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I it today?
[CUSTOMER][NEUTRAL] Patients affected today.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, one moment, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is [PII] and it is active at the moment. This is a secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Hello? Yes.
[AGENT][NEUTRAL] Yes. The, the policy effective date is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can I have your mailing address?
[AGENT][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One more time, one more time, repeat that.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Sorry, one more time, repeat that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. Could you spell your name, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] OK. Can I have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] Is there anything else I may help you with today? Thank you, Mr. [PII]. Thank you for calling ATL. No problem.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.