AccountId: 011433970860
ContactId: ac110644-b832-41f3-8806-6c4773d3212d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285619 ms
Total Talk Time (AGENT): 148327 ms
Total Talk Time (CUSTOMER): 82681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ac110644-b832-41f3-8806-6c4773d3212d_20250312T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for claim status, please.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. And what was your name again?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello [PII], are you with a provider?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, I have D as in David, 47600017.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through, uh, they're called 90 Degrees. Um, I can get you their information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I have another one. I have another one. I'm sorry. 023 02339447.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. That sounds more like ours. Give me just a moment.
[AGENT][NEUTRAL] Alrighty and uh what was the name and date of birth for the insured?
[CUSTOMER][NEGATIVE] [PII] again.
[CUSTOMER][NEUTRAL] Or [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The day the service was [PII].
[AGENT][NEUTRAL] OK. Well, I will tell you this policy terminated [PII]. If you'll give me one moment, I'll see if they had one active at that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it looks like they did, um, so give me just a moment, let me see if we received this claim.
[AGENT][NEUTRAL] Uh, what was that bill amount please actually?
[CUSTOMER][NEUTRAL] Um, the bill amount was $7,582.80.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it does not look like we received a claim for that amount. That was $7,582.80 correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, yeah, it doesn't look like we received that claim. Um, I can give you the policy number that was active uh during this state of service whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 02344576.
[CUSTOMER][NEUTRAL] OK, and what is, what was his active dates for this policy number?
[AGENT][NEUTRAL] Yes, uh, so this policy's effective date was [PII], and then it terminated [PII].
[CUSTOMER][NEUTRAL] OK, is it too late to file this claim? What is your timely filing guidelines?
[AGENT][NEGATIVE] No, there is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And where do we send the claim to?
[AGENT][NEUTRAL] Sure, I've got a mailing address, fax number and a payer ID. I can give you all of those if you like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Sure, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then our fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and um, so you didn't see any, any claims for 7000 or anything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No ma'am, I have several claims for that day of service but none for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and may I have a reference number, please?
[AGENT][NEUTRAL] Uh, sure, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you and have a wonderful day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.