AccountId: 011433970860
ContactId: a30609c8-becb-4e9a-86ec-850e78ffd5d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261380 ms
Total Talk Time (AGENT): 101521 ms
Total Talk Time (CUSTOMER): 93489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a30609c8-becb-4e9a-86ec-850e78ffd5d3_20250429T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am, you said your name is [PII]?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] First initial to your last name?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Calling to see if we have a claim on file for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And may I have a callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII].
[CUSTOMER][NEUTRAL] It is 022702.
[CUSTOMER][NEUTRAL] 77 ML 8.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] 022027 ML8
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's first name would be
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, how much is the total charge?
[CUSTOMER][NEUTRAL] $11,671.74
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim.
[AGENT][NEUTRAL] Mm, and for future you can check claim status online through our website at [PII] and that's just optional and let's see.
[AGENT][NEUTRAL] That was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I don't have a claim for [PII] for [PII].
[CUSTOMER][NEUTRAL] Alright, and this is a secondary claim, so you don't have that.
[CUSTOMER][NEUTRAL] Claim secondary claim with the Blue Cross Free Shield primary UB.
[AGENT][NEUTRAL] Yeah, we don't have a claim for that date of service.
[CUSTOMER][NEUTRAL] OK, and your PO box would be your address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, do you have a fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do. The fax number is [PII].
[CUSTOMER][NEUTRAL] And what is your timely filing?
[AGENT][NEUTRAL] We don't have time family limits.
[CUSTOMER][POSITIVE] Alright, thank you very much. Do you have a reference number for me?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Right. Thank you very much. You have a good day.
[AGENT][POSITIVE] You're welcome. You as well [PII] and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.