AccountId: 011433970860
ContactId: 884f25ad-b097-407e-8a11-31a16d816c2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315290 ms
Total Talk Time (AGENT): 129703 ms
Total Talk Time (CUSTOMER): 80451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/884f25ad-b097-407e-8a11-31a16d816c2b_20250618T13:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi there. Good morning. My name is [PII] from provider's office looking for a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status and how do you spell your name?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yup. Uh, that is going to be [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, it's a Correct Vision Laser Institute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, 05 I'm sorry, I repeat 02503317 M like Mike L like Lima number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, let me pull that policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, it's a [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And see you said you're calling to get what type of service?
[CUSTOMER][NEUTRAL] Uh, claim status?
[AGENT][NEUTRAL] In status. OK, what is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that is going to be [PII] built for $1,155 even that's $1155 even.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, let me check and see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] As of today, we have not received that claim. I don't see a claim for [PII].
[CUSTOMER][NEUTRAL] OK, can I get this member's policy as effective date, mailing address, timely filing, and a payer ID please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment. This is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] The claim needs to be either fax or mail. I can provide you with the mailing address and the fax number. Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, just to make sure I had it right, you said [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what is the timely filing limit?
[AGENT][NEGATIVE] There is no timely finding limits.
[CUSTOMER][NEUTRAL] OK, can I get a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][NEUTRAL] Just to make sure I had it right, you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help and time. Take care.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I'm good thank you so much for asking though take care.
[AGENT][POSITIVE] Mm. You're welcome. Have a good day. You as well, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah