AccountId: 011433970860
ContactId: 80f495df-a8eb-4b5c-b153-69d635cac0e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254229 ms
Total Talk Time (AGENT): 90009 ms
Total Talk Time (CUSTOMER): 95893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/80f495df-a8eb-4b5c-b153-69d635cac0e6_20250501T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from private office. Actually, I want to know the claim status. So could you help me that, please?
[AGENT][POSITIVE] Yeah, I can check on a claim for you, [PII] can.
[AGENT][NEUTRAL] From you first in case we're disconnected.
[CUSTOMER][NEUTRAL] Ma'am, your voice is uh breaking. Could you repeat again?
[AGENT][NEUTRAL] Oh sorry, could you give me a good call back number from you, uh, in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, let me check. Yes, I have, yes, I have the phone number. It's 02273352.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Ma's name is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that, [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, $3,095.
[CUSTOMER][NEUTRAL] And 72 cents.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And just to confirm that was [PII], correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII]. Yes, this is uh the service.
[AGENT][NEUTRAL] OK, so I'm not showing that we have a claim on file for that date of service, [PII]. It does not look like we've received this claim.
[CUSTOMER][NEUTRAL] OK. Do you have the payer ID, ma'am?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] OK, and could you confirm me the time refiling limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] For the resubmission of the bill. The both are not.
[AGENT][NEUTRAL] There is no timely filing limit for any claim information.
[CUSTOMER][NEUTRAL] OK. OK. So could you confirm me with uh the address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And do you have the policy uh effective the termination date?
[AGENT][NEUTRAL] Yes, this policy's effective date was [PII].
[AGENT][NEUTRAL] And then uh it is currently active.
[CUSTOMER][POSITIVE] OK, thank you so much. OK. Could you please repeat your name and tell me the reference also, please.
[AGENT][NEUTRAL] Yes, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] Last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much for giving all. Have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.