AccountId: 011433970860
ContactId: 7f4dc323-5a92-4bbb-8f14-8fb520b43890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240360 ms
Total Talk Time (AGENT): 49371 ms
Total Talk Time (CUSTOMER): 75634 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7f4dc323-5a92-4bbb-8f14-8fb520b43890_20250613T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII], and this call is regarding to inquire status of a claim. Could you please help me out?
[AGENT][NEUTRAL] I can help you with claim status. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I do. The policy ID is 2510239.
[AGENT][NEUTRAL] Give me one moment to look that up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah, I have the date of service. It's April 25th of this year.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] With the bill amount of 200 and, yeah, sure, please take it in.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 200 and what?
[CUSTOMER][NEUTRAL] $247 is the bill amount.
[AGENT][POSITIVE] OK, thank you so much. Give me just one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] I'm not seeing a claim for that date of service.
[CUSTOMER][NEUTRAL] All right. I understand that's a claim on claim not on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understand that. Could you please verify me your payer ID, the right payer ID?
[AGENT][NEUTRAL] It's 60801. 0, hold on one second. Let me see.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] All right, I got that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Could you please tell me what the timely filing limit is?
[AGENT][NEUTRAL] So we don't have timely filing limits as long as the policy was active during the date of service.
[CUSTOMER][POSITIVE] All right. I understand that. Let me please resubmit the claim. I'll get back to you soon.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Hope you have a great weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Yeah