AccountId: 011433970860
ContactId: 8c1603cc-bf0c-40f8-88a8-85bebad41b9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280119 ms
Total Talk Time (AGENT): 80755 ms
Total Talk Time (CUSTOMER): 107416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8c1603cc-bf0c-40f8-88a8-85bebad41b9a_20250424T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] I'm calling from provider's office. I want to set a claim center.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Snacks, OK, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02030169.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was the date of service and bill charges?
[CUSTOMER][NEUTRAL] That would be uh [PII] $3,675 even.
[AGENT][NEUTRAL] I'm not pulling up anything with that date of service, no claim on file.
[CUSTOMER][NEUTRAL] Do you need the tax ID?
[AGENT][NEUTRAL] No, you said [PII]?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] I don't have the claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] there are 2 claims for 2 different taxes, so there's no need for tax ID, right?
[AGENT][NEUTRAL] Right, I don't have the claim though, so there's no claim on file for that date of service you provided.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I've been going.
[CUSTOMER][NEUTRAL] OK, cool. And uh what's the effective term for this?
[AGENT][NEUTRAL] Effective date is [PII]. The policy is active, no term date.
[CUSTOMER][NEUTRAL] And what would be the pay ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 89.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the zip code?
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What what
[CUSTOMER][NEUTRAL] And what's the time?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] OK, cool. And is there any fax number so that we can send the team over fax?
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know that.
[CUSTOMER][NEUTRAL] And uh what was the last four digit? [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So attention to?
[AGENT][NEUTRAL] That comes directly to claims.
[CUSTOMER][NEUTRAL] So is there any need of attention or there will be no need to put any?
[AGENT][NEUTRAL] There's no need to put anything.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK, 49, so that would be yours and what would you be reference some of.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I call reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The reference number is my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Yes thank you for asking. Have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL usually.