AccountId: 011433970860
ContactId: 91f47731-660a-4f03-8adf-d82f283143e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176500 ms
Total Talk Time (AGENT): 58293 ms
Total Talk Time (CUSTOMER): 95253 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/91f47731-660a-4f03-8adf-d82f283143e4_20250127T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you for calling this is. How may I help you? Um, hi, this is [PII] calling from the.
[CUSTOMER][NEUTRAL] Providers office to check on a claim status.
[AGENT][NEUTRAL] I can help you [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Can I help you [PII]. What's the policy number? It is.
[CUSTOMER][NEUTRAL] 02389382
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] And what's the call in we're disconnected? It's [PII] and it's a a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name and date of birth. Patient name was [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information [PII], and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Thank you for verifying that you said that you're checking claim status.
[AGENT][NEUTRAL] OK, we can help you with that information. Can you provide the date of service and the total bill amount?
[CUSTOMER][NEUTRAL] Can you provide the date of service and the total bill amount? So this is for number 20 of 2024. The bill amount is $279 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] You said [PII]? Yes.
[AGENT][NEUTRAL] OK, so I'm not showing the date of service for uh Virginia for date of service [PII] for 279.
[CUSTOMER][NEUTRAL] So I'm not showing a date of service for uh Virginia for date of service [PII] for 279. So may I know the patient's eligibility?
[AGENT][NEUTRAL] Mhm. The policy effective date is [PII]. I show the policy is active at this time.
[CUSTOMER][NEUTRAL] Policy effective date.
[CUSTOMER][NEUTRAL] So the policy is active at this time. May I know the payer ready to submit the claim?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] And may the time the filing when to submit a claim.
[AGENT][NEGATIVE] No timely filing to submit a claim.
[CUSTOMER][POSITIVE] No problem we submit a claim.
[CUSTOMER][POSITIVE] OK, so then that's for the day, [PII]. Thank you so much and may I know the reference number for your conversation?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII], and any other questions I can help out with today?
[CUSTOMER][POSITIVE] My name is latest reference for today's call. [PII]. And any other questions I can help out with today? That's it. Thank you so much. You have a wonderful day the day bye bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You're welcome thanks for calling APL have a good day. Take care.