AccountId: 011433970860
ContactId: 9ac7aa3d-5b0f-4c4d-a7bd-9004cfe5047a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191429 ms
Total Talk Time (AGENT): 50459 ms
Total Talk Time (CUSTOMER): 77617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/9ac7aa3d-5b0f-4c4d-a7bd-9004cfe5047a_20250522T13:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] calling from provider office to check on a claim.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Uh yeah, sure. Uh, [PII], but before I provide you any information, I would like to inform you that this call may be recorded. So is that OK with you?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK. Yes, the callback number, it's going to be [PII], and there [PII] an [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Uh, the policy number here I have is 01989148 Mike Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Patient's name here I have is [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that one day of service.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Total bill amount.
[CUSTOMER][NEUTRAL] Well, it's for $300 even.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's no claims on file.
[CUSTOMER][NEUTRAL] Um, OK. Uh, just to make sure I have the correct, uh, address. Can you help me with the claim's mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Well, thanks so much for that. Can you also confirm uh the timely filing limit?
[AGENT][NEGATIVE] We do not have timely filing limit.
[CUSTOMER][NEUTRAL] OK. Thanks so much for that. And can you check if the patient was active for the date of service?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. Thanks so much for all the information, and uh. Well, that's all from my end. Can I have the car reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. OK, [PII], thank you so much for your help. Have a great day. Bye-bye, take care.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK.