AccountId: 011433970860
ContactId: 8319afc9-4beb-42dc-9eaa-2482db12bd86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220000 ms
Total Talk Time (AGENT): 81036 ms
Total Talk Time (CUSTOMER): 62154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/8319afc9-4beb-42dc-9eaa-2482db12bd86_20250117T18:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider's office. Can you help me with the claim status?
[AGENT][NEUTRAL] I'm happy to check on the claim, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 2, I'm sorry, it's 02117282.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you for that date of service.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK and the bill amount?
[CUSTOMER][NEUTRAL] It's $148.73.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service of [PII].
[CUSTOMER][NEUTRAL] All right. So can you just help me with the mailing address for sending this claim?
[AGENT][NEUTRAL] Absolutely, uh, mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Timely filing limit?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK. And policy effective date and the termination date?
[AGENT][NEUTRAL] Absolutely. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date is [PII]. There is no termination date. Policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. So, can you spell out your name if you don't mind?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] All right. Call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] All right, [PII], um, just one moment.
[CUSTOMER][POSITIVE] All right, so thank you so much for all this information, [PII], and have a happy weekend. Thank you. Bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.