AccountId: 011433970860
ContactId: 80527c69-bffc-4ccb-9e93-f3dfab316317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193059 ms
Total Talk Time (AGENT): 66247 ms
Total Talk Time (CUSTOMER): 62299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/80527c69-bffc-4ccb-9e93-f3dfab316317_20250207T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm calling from provider office for the claims.
[AGENT][NEUTRAL] OK, I could check on a claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and then can I get uh the policy number please?
[CUSTOMER][NEUTRAL] Policy number, uh, OK.
[CUSTOMER][NEUTRAL] 0197.
[CUSTOMER][NEUTRAL] 579 1.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] My name is [PII] and date of birth is uh [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII] what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII], bill amount $1006 even.
[AGENT][NEUTRAL] 1006. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, I'm sorry, [PII], just to verify that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] So you didn't receive the claim for that is this and what we uh we submitted we did you guys accept the claim via mail?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Paper claims?
[AGENT][NEUTRAL] Yes, we have a um mailing address fax number and a payer ID.
[CUSTOMER][NEUTRAL] Mailing address is 24.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] It's 24, mailing address is [PII] [PII], right?
[AGENT][NEUTRAL] Yes, [PII]. Yes, uh, uh, did you want our fax number and payer ID as well, [PII]?
[CUSTOMER][NEUTRAL] What's up your ID?
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] How many filings?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, no problem filing.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. So what was the reference number for our conversation?
[AGENT][NEUTRAL] It would just be my first name, last initial and uh today's date. uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No thank you. Have a good day.
[AGENT][POSITIVE] OK you too thank you bye bye.