AccountId: 011433970860
ContactId: 8fc2375b-360d-4d32-b475-6fd6d6e3e964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303070 ms
Total Talk Time (AGENT): 73279 ms
Total Talk Time (CUSTOMER): 78533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8fc2375b-360d-4d32-b475-6fd6d6e3e964_20250423T17:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I'm great. Uh, I'm calling from Pro's office, uh, to check on the claims. Uh, can you help me for that?
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] I'm calling from provider's office.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] to direct line.
[AGENT][NEUTRAL] And you have, OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. Um, it's 242-3.
[CUSTOMER][NEUTRAL] 123.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was that patient's name?
[CUSTOMER][NEUTRAL] Sure, um, it's.
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing uh claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that one day of service.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not showing we have any claims on this policy, so there's no claim on file.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you please verify the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what is the time of plan for this?
[AGENT][NEGATIVE] We do not have timely filing.
[AGENT][NEUTRAL] And this is a cancer-only policy.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is there a patient effective uh from [PII]?
[AGENT][NEUTRAL] This policy is effective 91 and 23.
[AGENT][NEUTRAL] To 91 and 24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, uh, I think um that is, that is for the day. So can I have the reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for the information. You have a wonderful day. Stay safe. Bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You, you have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.