AccountId: 011433970860
ContactId: a4a3b49b-f37d-4713-9bca-4bd62fd06b90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331140 ms
Total Talk Time (AGENT): 92983 ms
Total Talk Time (CUSTOMER): 117562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a4a3b49b-f37d-4713-9bca-4bd62fd06b90_20250311T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Initial of my first name is [PII].
[CUSTOMER][NEUTRAL] I'm calling on behalf of product office for the claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes, then.
[AGENT][NEUTRAL] Oh, [PII], [PII]. I'm sorry, [PII]. And we're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 0244
[CUSTOMER][NEUTRAL] 9742.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, uh [PII]. This is the direct line. There is no extension.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII] and the last name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Can you please spell out your name, please?
[AGENT][NEUTRAL] Mhm. It's [PII] First initial last name is [PII]. And did you say the first name of the patient, is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I think it's
[AGENT][NEUTRAL] Yeah, I think it's pronounced uh [PII].
[AGENT][NEUTRAL] And you said the date of birth is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the date of service of the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Just a moment. Uh, the amount is
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $1080.54.
[CUSTOMER][NEUTRAL] 1080.54.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] Is the date of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I do not show uh date of service for [PII] on file for the patient.
[CUSTOMER][NEUTRAL] OK. There is no claim on file?
[AGENT][NEGATIVE] Not for that date of service.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] May I know the policy effective date and um date, please?
[AGENT][NEUTRAL] The policy effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. Family family limit?
[AGENT][NEUTRAL] To submit a claim there's no timely?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for the reference please.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It's my name. My name is it's my name in today's date.
[CUSTOMER][NEUTRAL] I need the family telling. No, ma'am.
[CUSTOMER][NEUTRAL] No, no, no. I'm asking about the time limit for the reference purpose.
[AGENT][NEUTRAL] Yeah I was saying there's not a timely filing limit to submit a claim.
[CUSTOMER][NEUTRAL] OK. OK, got it.
[CUSTOMER][NEUTRAL] Oh, do you have fax number?
[CUSTOMER][NEUTRAL] To submit the claim.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] [PII] 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] After the [PII], is it uh 248,950 or just [PII]?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] OK. Previously, we have submitted as only 248. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get the call reference number, please?
[AGENT][NEUTRAL] It's my name in today's date.
[CUSTOMER][POSITIVE] Thank you for the information. That's all from my end.
[AGENT][POSITIVE] No. Well, thank you for calling APL. If no other questions, have a good day.
[CUSTOMER][POSITIVE] Have a nice day. Bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.