AccountId: 011433970860
ContactId: 83ec6f90-74db-437e-a826-622fa1d5d276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253240 ms
Total Talk Time (AGENT): 103402 ms
Total Talk Time (CUSTOMER): 79231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/83ec6f90-74db-437e-a826-622fa1d5d276_20250318T20:21_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial is [PII] I'm calling from the provider's office. Can you help me with the claim status?
[AGENT][POSITIVE] Yeah, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] With the extension [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is 02496908.
[CUSTOMER][NEUTRAL] And may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the amount is $136.06.
[AGENT][NEUTRAL] OK, you said [PII] for 136?
[CUSTOMER][NEUTRAL] Yes, and 6 cents.
[AGENT][POSITIVE] Makes sense. OK, thank you. Let me see if I can find them.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII].
[AGENT][NEUTRAL] And I don't see a claim for [PII]. Is it January or February?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] It's a medical claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, this is a medical policy, but I don't see a claim for the [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] May I know uh member's policy effective date?
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] The effective date is.
[AGENT][NEUTRAL] [PII] and it is active at the moment. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the mailing address on which we can, we can submit the claim again?
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, OK. Can I have the fax number as well?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mm, OK. May I know the timely filing limit to submit the claim again?
[AGENT][NEUTRAL] There's no timely family limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Can I have the call reference number for this call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK. Thank you so much. I don't have anything else.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. Have a good day. Have a good afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.