AccountId: 011433970860
ContactId: 7d085608-d346-46dd-ac4c-21628e519811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344679 ms
Total Talk Time (AGENT): 76698 ms
Total Talk Time (CUSTOMER): 124654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/7d085608-d346-46dd-ac4c-21628e519811_20250609T21:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm looking for the claim status from provider office.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy numbers?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02579777.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, yes, I have. Uh callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the, and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII]. And the total bill amount is $127.
[AGENT][NEUTRAL] And um this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show that claim has been received. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, I send it electronically.
[AGENT][NEUTRAL] OK, and what's the payer ID?
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Just, just give me a second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. Just give me only 1 minute 4117.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just give me only.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] 4117
[CUSTOMER][NEUTRAL] Payer ID. Yes, I have payer ID.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, pay ID is 06126.
[AGENT][NEUTRAL] No, sir, it's not a payer ID. So when you're ready, I can give you the payer ID number or the mailing address.
[CUSTOMER][NEUTRAL] Both. Just give me a second only. I'll take a note. Give me both.
[CUSTOMER][NEUTRAL] What the payer ID first?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK. And what's the claim mailing address?
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 73124. OK.
[CUSTOMER][NEUTRAL] And what the daily filing limit?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][NEUTRAL] Not the.
[CUSTOMER][NEUTRAL] OK. And what the member policy effective date, is policy effective date?
[AGENT][NEUTRAL] [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, and the member ID is correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That I get.
[CUSTOMER][NEUTRAL] 025797777. OK.
[CUSTOMER][NEUTRAL] OK. And what's the call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date and it's [PII].
[CUSTOMER][NEUTRAL] Uh, can you repeat your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And today is it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh OK. OK.
[CUSTOMER][POSITIVE] Thank you for the information. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Yeah