AccountId: 011433970860
ContactId: 9f345a56-5234-40f6-b904-aeb1ab836b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473519 ms
Total Talk Time (AGENT): 128543 ms
Total Talk Time (CUSTOMER): 147903 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9f345a56-5234-40f6-b904-aeb1ab836b02_20250128T17:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider office. I want to know the claim status.
[AGENT][NEUTRAL] OK sir, can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, thank you, sir. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, that is 2.
[CUSTOMER][NEUTRAL] 386326
[AGENT][NEUTRAL] OK sir, can you please repeat that? Your phone is cutting in and out.
[CUSTOMER][NEUTRAL] Sorry, uh, policy number is 02386326.
[AGENT][NEUTRAL] OK, thank you, sir. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Uh member name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes, I want to know the claim status only.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh, date of service is [PII].
[CUSTOMER][NEUTRAL] The bill amount is $98.06.
[AGENT][NEUTRAL] $98.06. What was that data service again?
[CUSTOMER][NEUTRAL] [PII] 2023.
[AGENT][NEUTRAL] 1027 23.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] There's no claim on file for that data service.
[CUSTOMER][NEUTRAL] No claim on file?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] OK, and could you please check that uh the member was eligible on our data service?
[AGENT][NEUTRAL] The member became effective 9123 and they termed 9124.
[CUSTOMER][NEUTRAL] No, on data of service that uh member was eligible.
[AGENT][NEUTRAL] The member became effective [PII] and they turned 9124.
[CUSTOMER][NEUTRAL] Wait, wait.
[CUSTOMER][NEUTRAL] Yes, could you please repeat it again, the date range?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] They were effective [PII] and they turned 9124, so they were active for the data service of [PII].
[CUSTOMER][NEUTRAL] OK. 9123-29124, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Member was eligible and uh
[CUSTOMER][NEUTRAL] You said that claim is not on file but uh you submit the claim.
[CUSTOMER][NEUTRAL] Through electronic. Could you please repeat, uh, could you please check it again?
[AGENT][NEUTRAL] Yes, sir, there's
[CUSTOMER][NEUTRAL] We submit this claim on uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] Yeah, so you didn't receive this claim?
[AGENT][NEUTRAL] No, sir, there's no claim on file.
[CUSTOMER][NEUTRAL] And uh could you please confirm the payer ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] 60801. This is the payer ID, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] And uh what is the timely filing limit to this claim?
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] There's not a timely filing.
[CUSTOMER][NEUTRAL] There is no time planning?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And may I know your name also? I didn't know your name.
[AGENT][NEUTRAL] It's [PII], and that's actually gonna be the call reference number. It'd be my name [PII] with [PII] my [PII] name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Could you please spell his name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, I have.
[CUSTOMER][NEUTRAL] Another
[CUSTOMER][NEUTRAL] A member that also.
[AGENT][NEUTRAL] I I'm sorry, your phone is still cutting out.
[CUSTOMER][NEUTRAL] Uh, [PII], I have other date of the same number. Please check that also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said it's for the same member? Sorry, your phone is still cutting out, sir.
[CUSTOMER][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] Yeah, for the same
[CUSTOMER][NEUTRAL] And uh can I tell you the date of service?
[AGENT][NEUTRAL] OK, what's that data service and build amount?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Billed amount is $40.04.
[AGENT][NEUTRAL] OK, what was the year of that data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, so there's no claim on file for this either.
[CUSTOMER][NEUTRAL] OK lemon.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same as previous, right?
[AGENT][NEUTRAL] Sir,
[CUSTOMER][POSITIVE] OK, no issue, [PII]. Thank you. And uh call reference number is your name and is it, right?
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a great day.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.