AccountId: 011433970860
ContactId: 89d1758b-4117-4390-abff-8273accc7cc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270149 ms
Total Talk Time (AGENT): 96311 ms
Total Talk Time (CUSTOMER): 90166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/89d1758b-4117-4390-abff-8273accc7cc1_20250124T16:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the office looking for the claim status.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with claim status today. What is the callback number?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02396815.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be a pleasure to assist you with that claim status today. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is, uh, the admit date is [PII], and the discharge date is [PII].
[AGENT][NEUTRAL] You said the admission date is [PII]?
[CUSTOMER][NEUTRAL] Correct. And the discharge date is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment.
[CUSTOMER][POSITIVE] All right. Please take your time.
[AGENT][NEUTRAL] I am not showing that claim on file.
[AGENT][NEUTRAL] And the policy actually was not active for that data service.
[CUSTOMER][NEUTRAL] All right. May I know what is?
[AGENT][NEUTRAL] The policy terms.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, may I know what is the pay ID?
[AGENT][NEUTRAL] The payer ID is 64556.
[CUSTOMER][NEUTRAL] And uh mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, could you please repeat that? It's uh PO Box one.
[AGENT][NEUTRAL] It's [PII] Box 21704.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Now, the policy was not active for that data service, the policy termed on [PII].
[CUSTOMER][NEUTRAL] Uh, may I get the, uh, uh, complete mailing address is a [PII] then.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] All right. Just a second.
[CUSTOMER][NEUTRAL] May I know what is the call this number?
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name.
[CUSTOMER][NEUTRAL] May I know, yeah.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] In today's date
[CUSTOMER][NEUTRAL] Yeah, it's [PII] 01, uh sorry, [PII] uh and the today, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah, just a second.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Thank you. And may I know what is the claim timely value limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] All right. All right. Thank you so much. So, uh we can uh rebuild that claim, right? But the, uh, policy is termed.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alright, not an issue. Thank you so very much. I appreciate you for giving your time. Thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, bye and happy weekend.
[AGENT][POSITIVE] Bye bye. Happy weekend to you as well. Thank you, [PII].
[CUSTOMER][NEUTRAL] Yeah bye.
[AGENT][NEUTRAL] OK.