AccountId: 011433970860
ContactId: 9ad832e6-f3c9-4b0c-afd1-5fe697e25e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294940 ms
Total Talk Time (AGENT): 101495 ms
Total Talk Time (CUSTOMER): 100430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/9ad832e6-f3c9-4b0c-afd1-5fe697e25e90_20250415T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to checking on claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the policy number begins with 02166749.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, sure. My first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth of the member is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Data service for the claim is [PII].
[AGENT][NEUTRAL] OK, and then that bill out please.
[CUSTOMER][NEUTRAL] Total bill amount is $702.87.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, just to confirm that was [PII], correct?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, um, what was the amount left over after major medical paid?
[CUSTOMER][NEUTRAL] $107.08.
[AGENT][NEUTRAL] OK, do you have the tax ID by chance, [PII]?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, I appreciate all of that information uh so I do not have a claim on file for the state of service for that amount or from this provider.
[CUSTOMER][NEUTRAL] Hello, sorry. Is the member is active for the data service?
[AGENT][NEUTRAL] Yes, uh, this policy's effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And you don't have any of the claim for this member, right?
[AGENT][NEUTRAL] No, I don't have any claims uh for that amount from the state of service from that provider.
[CUSTOMER][POSITIVE] Sure, thank you so much for that information. And what will be the timely finally let me to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, so fantastic. So is there any way, another way to submit the claim like fax or mailing address?
[AGENT][NEUTRAL] Of course, yes, I have a mailing address, fax number, and a pairer ID.
[CUSTOMER][NEUTRAL] OK, please provide the mailing address, fax and the provider ID.
[AGENT][NEUTRAL] Sure, so the mailing address is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Exactly, right?
[AGENT][NEUTRAL] And that is in
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much for uploading the details. Uh, can I have the reference number for today's call, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Nothing else. Thank you so much for providing the details. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Right.