AccountId: 011433970860
ContactId: 82a4e57f-4aec-435d-8d60-70f984d1df46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211419 ms
Total Talk Time (AGENT): 89405 ms
Total Talk Time (CUSTOMER): 81187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/82a4e57f-4aec-435d-8d60-70f984d1df46_20250221T17:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling you from provider's office to check on the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. That is [PII] Last initial, [PII], and my callback number [PII] with [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number of the member that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] Sure. That is 01851487.
[AGENT][NEUTRAL] Can you repeat that policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Could you repeat the policy number that you provided me with?
[CUSTOMER][NEUTRAL] Sure. 018514887.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this is for medical or dental?
[CUSTOMER][NEUTRAL] Just for medical?
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. The patient name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] The date of service is [PII]. The total charge amount is 327 even.
[AGENT][NEUTRAL] Let me give you the correct policy number because the policy number that you provided is the terminator policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And give me the patient's date of birth one more time.
[CUSTOMER][POSITIVE] Uh, sure, no problem.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me know when you're ready for the correct policy number.
[CUSTOMER][NEUTRAL] Yes, I'm.
[AGENT][NEUTRAL] The correct policy number is 2191744. That's 2191744.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to check the status of the date of service of [PII] claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for Robin for [PII].
[CUSTOMER][NEUTRAL] OK. Can you please uh verify the claim mailing address and payer ID?
[AGENT][NEUTRAL] The claim's mailing address will be addressed to [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much and pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. May I get the policy effective date and term date for this member?
[AGENT][NEUTRAL] This policy has been active since [PII], I'm sorry, [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing for the clients?
[AGENT][NEUTRAL] There is no time to file in [PII]. Is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] That's what this call. I'm ready for the call reference number.
[AGENT][NEUTRAL] We don't provide those unfortunately. You can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much for your assistance and have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL and have a good day. Goodbye.