AccountId: 011433970860
ContactId: 81761baa-3f1c-4b4e-9060-b94ac49b8bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226500 ms
Total Talk Time (AGENT): 81603 ms
Total Talk Time (CUSTOMER): 99528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/81761baa-3f1c-4b4e-9060-b94ac49b8bb9_20250312T19:04_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] and I'm calling from provider's office, and I'm looking for general claim status. Could you please help me?
[AGENT][NEUTRAL] Yes, I can help with the claim status. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, you needed the member ID?
[AGENT][NEUTRAL] Yes, um, I, if I can have the policy number please so I could look up the claim.
[CUSTOMER][NEUTRAL] Uh yes, definitely. And the policy ID is 02477690.
[AGENT][NEUTRAL] Thank you. Is this your um policy or are you with a provider?
[CUSTOMER][NEUTRAL] Uh yes, I, I gave you the policy ID that is the member ID.
[AGENT][NEUTRAL] OK, then who is the insured and their name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number, please.
[CUSTOMER][NEUTRAL] Uh yes, and the callback number is [PII]. This is the direct line.
[AGENT][NEUTRAL] Thank you and the, and the date of service that I should look up?
[CUSTOMER][NEUTRAL] Uh yes. The service is [PII].
[AGENT][NEUTRAL] OK, thank you. [PII].
[AGENT][NEUTRAL] OK, is there a particular bill amount that I need to look at?
[CUSTOMER][NEUTRAL] Uh, yes, total charges are $482.26.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm afraid I don't have a claim for that date of service for that amount, um, so it doesn't look like I have your, your claim. Do you know where it was sent to?
[CUSTOMER][NEUTRAL] Yes, uh, we send this on.
[CUSTOMER][NEUTRAL] [PII] and the zip code is [PII]. Also, we have a payer ID that is 64556.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it normally it will go to [PII] first and then to ask. It doesn't look like we've gotten it yet.
[AGENT][NEUTRAL] So it doesn't look like we have your claim just yet.
[CUSTOMER][NEUTRAL] So, the mailing
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you don't have a claim on file?
[AGENT][NEUTRAL] No, no, sir, I don't have your claim on file. Um, it doesn't look like they've sent it to us yet.
[CUSTOMER][NEUTRAL] And the address that I gave you is correct, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and payer ID also is the correct one?
[AGENT][NEUTRAL] Yes it is. It's just that they, they get the claim first and then they send it to us. It doesn't look like they've given it to us yet.
[CUSTOMER][NEUTRAL] OK, and what is the timely filing limit?
[AGENT][NEGATIVE] Uh, there's no timely filing on these policies.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And uh can I get the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]
[AGENT][NEUTRAL] is in kite, and we're gonna use that today's date.
[AGENT][NEUTRAL] The reference. Is there anything else that, yes, uh-huh.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Uh yes. Yeah. Thank you so much for the reference. And also, if you can give me the member uh eligibility date uh when the member has been effective from the insurance and is there any termination date?
[AGENT][NEUTRAL] Uh, no, it's still active and it went into effect on [PII].
[CUSTOMER][POSITIVE] OK, OK, so thanks so much and I hope you enjoy the rest of.
[AGENT][POSITIVE] OK, thank you for contacting AP have a good day.