AccountId: 011433970860
ContactId: 979984af-7623-4669-8130-6dc888dd4fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419390 ms
Total Talk Time (AGENT): 84370 ms
Total Talk Time (CUSTOMER): 132917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/979984af-7623-4669-8130-6dc888dd4fd8_20250429T19:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Pra office following claim status.
[AGENT][NEUTRAL] OK um and I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is 02450128.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII] and the charge amount is $1,787.
[AGENT][NEUTRAL] Um, looks like I don't have a claim on file for that build amount.
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] Uh, it's $1,787.
[CUSTOMER][NEUTRAL] You find this claim?
[AGENT][NEUTRAL] No, you said [PII], is that right?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Yeah, I, I don't have a claim on file for that build amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you confirm your
[CUSTOMER][NEUTRAL] Mailing address for claim?
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh what about pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 608-801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. Uh, could you confirm, ma'am?
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, could you confirm member affected date, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it still is active?
[AGENT][NEUTRAL] Uh, no, it's terminated on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] May I have a timely filing for claim?
[AGENT][NEUTRAL] And there's no timely filing limit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Actually, I have 2 more claims. I'll probably do next month, uh, and, uh, may I have a reference number for this one?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. I'll probably do the next one, just a second.
[CUSTOMER][NEUTRAL] Uh, next, uh, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, policy ID is 02137652.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Is your name is
[CUSTOMER][NEUTRAL] Uh, [PII]. And date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] D of service and bill charges.
[CUSTOMER][NEUTRAL] Data services that uh.
[CUSTOMER][NEUTRAL] The date range and uh [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, correct. [PII].
[AGENT][NEUTRAL] Don't show any claims on file for that date of date range.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll probably the last one, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Policy ID is 01631918.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Charges amount is $1,866.
[AGENT][NEUTRAL] Uh, I don't show a claim on file for that date.
[CUSTOMER][NEUTRAL] Uh, could you confirm your mailing address once more, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh what about the member if affected it for this one?
[AGENT][NEUTRAL] And that one is.
[AGENT][NEUTRAL] In [PII], it's currently active.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.