AccountId: 011433970860
ContactId: 8225a9e2-6379-42d5-93e0-c49e087ee7d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169539 ms
Total Talk Time (AGENT): 56941 ms
Total Talk Time (CUSTOMER): 60403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/8225a9e2-6379-42d5-93e0-c49e087ee7d7_20250404T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from provider office. Could you please tell me the claim status?
[AGENT][NEUTRAL] Yeah, I can check in a claim for you. What was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Did I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Member ID number is
[CUSTOMER][NEUTRAL] As I can see.
[CUSTOMER][NEUTRAL] 02566573
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK. Member name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is?
[CUSTOMER][NEUTRAL] January, uh, I'm repeating that. [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Date of service is [PII]. And what's your name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, what was that billed amount, please?
[CUSTOMER][NEUTRAL] $1,031.
[AGENT][NEUTRAL] OK, thank you for verifying all of that so I'm not showing that we've received any claims for that date of service.
[CUSTOMER][NEUTRAL] OK, no problem. And could you please tell me the full reference number as well?
[AGENT][NEUTRAL] Uh, that would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and could
[CUSTOMER][NEUTRAL] No, no, no. And could you please tell me the claim time limit?
[AGENT][NEUTRAL] There is no timely filing limit. Would you like to verify that you have the correct mailing address, fax number, or payer ID?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Would you please tell me payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you for your time. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Oh yeah, thanks for calling APL you too bye bye.