AccountId: 011433970860
ContactId: ac3c101f-c96a-4cfd-86be-320744fe4f83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303149 ms
Total Talk Time (AGENT): 57060 ms
Total Talk Time (CUSTOMER): 158740 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ac3c101f-c96a-4cfd-86be-320744fe4f83_20250604T14:37_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII], and I'm calling from office. Can you help me with that?
[CUSTOMER][NEUTRAL] Can you help me the medical claim status?
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number.
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01877135 M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] I'm sorry, slow down for me, please. Can you repeat that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, sure. Yeah, sure. Sorry for that.
[CUSTOMER][NEUTRAL] 01877135
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, E as in 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. First name is [PII]. It's spelled like [PII].
[CUSTOMER][NEUTRAL] [PII]. And last name will be like [PII].
[CUSTOMER][NEUTRAL] [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] So it's on [PII] for the total charge amount of $567.00.
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] You mean like there's no claim on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And can like what is the the timely finding to submit a claim?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] So thanks for that. And if you don't mind, can we move to the next claim it's for a different member.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02377454 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So first name like [PII], and last name will be like [PII], and the number of birth is on [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] So it's on [PII]. So the total charges amount of $135.00.
[AGENT][NEUTRAL] OK, I'm not showing we have that on file.
[CUSTOMER][NEUTRAL] Uh, thanks for that. And just to clarify, can I be like what, what is the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah, got it. And do you have any electronic pay ID to submit a claim?
[AGENT][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] So, do, do you have to submit the claim to PayPal or electronic?
[AGENT][NEUTRAL] We have a payer ID. Do you want the payer ID?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] So just to clarify the pay ID 60801. And you don't have any TFL to submit a claim, right?
[AGENT][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] So the pay ID is [PII] and we don't have any timely filing to submit a claim.
[AGENT][NEGATIVE] No, no timely filing.
[CUSTOMER][NEUTRAL] Thanks for that, [PII]. And can I have the claim number? I mean, call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Normally, sir. Thanks for that. Have a nice day. Bye-bye and take care of yourself.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, be sure to send the box.