AccountId: 011433970860
ContactId: 8f44db8a-1763-4f73-a221-0faf2c3af15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279630 ms
Total Talk Time (AGENT): 92354 ms
Total Talk Time (CUSTOMER): 55108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8f44db8a-1763-4f73-a221-0faf2c3af15d_20250313T15:20_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from policy office checking on the claim status.
[AGENT][NEUTRAL] Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, [PII], and you're needing claim status for one patient. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Sure, the member's policy number that would be.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] It's 02046877.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] Charity. Date of birth of [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The data service and total bill amount for her please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh, and the total bill amount?
[CUSTOMER][NEUTRAL] And the total bill amount that would be $235.
[AGENT][NEUTRAL] 235. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and you did say the date of service. I just want to re-verify this is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there is no claim on file for her for this data service. This policy was not active for that data service.
[CUSTOMER][NEUTRAL] Like, uh, is it actually a secondary or something?
[AGENT][NEUTRAL] No, sir, there is no other policy. This is the only policy that she had with APL and this policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Yes, and what is the time you're failing to submit a claim?
[AGENT][NEGATIVE] There is no timely filing?
[AGENT][NEGATIVE] And again, there was no policy active for your data service.
[CUSTOMER][NEUTRAL] OK, I got that. And can I get the call reference number?
[AGENT][NEUTRAL] My name and today's date, my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Sure. And can I get the last initial of your name, like [PII].
[AGENT][NEUTRAL] Yes and yours?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And again, is there anything else, [PII], I can help you with today?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Um, thank you. Bye-bye.