AccountId: 011433970860
ContactId: 80452771-017f-4d09-8b0b-fcbdd0b9c957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247229 ms
Total Talk Time (AGENT): 91905 ms
Total Talk Time (CUSTOMER): 85029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/80452771-017f-4d09-8b0b-fcbdd0b9c957_20250505T15:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Emily Clinic. I want to check claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah. Then policy number is 02580728.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. Name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And what's the data service and the amount of the claims have been.
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is $472 472.
[AGENT][NEUTRAL] OK, [PII] for 472. Let me see if I can find this claim for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, and for future you can check claim status online through our website at [PII] and that's just optional and see, OK, we have no claims on file for this member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you check if this patient is active for the date of service?
[AGENT][POSITIVE] Sure, yes, I can get that one moment.
[AGENT][NEUTRAL] OK, the effective date on this one is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you verify the, yeah, the claim submission mailing address is uh [PII]. Is that right?
[AGENT][NEUTRAL] Double check one moment.
[AGENT][NEUTRAL] I got [PII].
[CUSTOMER][NEUTRAL] That's correct, no.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh pay ID?
[AGENT][NEUTRAL] OK, the payer ID is 64556.
[CUSTOMER][NEUTRAL] That is 645.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 645-556. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 645-556, sir.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, can I know the time for limit for the claim submission?
[AGENT][NEUTRAL] We don't have time finding limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Sir, your name is [PII] So.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, and call 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.
[CUSTOMER][POSITIVE] Thank you, sir, for the information. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling ATM. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Right.