AccountId: 011433970860
ContactId: ad7f4173-aff6-446a-afbb-0c6e0eb07fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272200 ms
Total Talk Time (AGENT): 126396 ms
Total Talk Time (CUSTOMER): 78490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ad7f4173-aff6-446a-afbb-0c6e0eb07fc8_20250619T14:51_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL this is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hey, how may I help you today?
[CUSTOMER][NEUTRAL] Hi there, [PII]. This is calling from provider's office.
[CUSTOMER][NEUTRAL] I want to know about the general claim status today.
[AGENT][POSITIVE] Alright, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. Go ahead with the policy number, please, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, can you please tell me your name first?
[AGENT][NEUTRAL] I sure can. It's [PII].
[CUSTOMER][NEUTRAL] So that means
[AGENT][NEUTRAL] [PII] yes. And go ahead with that policy number, [PII].
[CUSTOMER][NEUTRAL] It's 02572509.
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now, while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Looks like [PII] is the insured on this medical supplemental plan, and you did say you want to.
[AGENT][NEUTRAL] status of a claim. Is that correct?
[CUSTOMER][POSITIVE] That's absolutely correct.
[AGENT][NEUTRAL] Data service, please.
[CUSTOMER][NEUTRAL] Yeah, I have three date of services. First one is [PII].
[AGENT][NEUTRAL] Alright, let's see. I don't have anything for [PII] at all process, so let me go and see if we have anything here in line.
[AGENT][NEUTRAL] And we do not, so we do not have anything for that data service, [PII].
[CUSTOMER][NEUTRAL] OK, so it means the claim is not on file and the next date of service is [PII].
[AGENT][NEUTRAL] And how much is your bill for on that date?
[CUSTOMER][NEUTRAL] Uh, that's $120 even.
[AGENT][NEUTRAL] Yep, it looks like we do have that claim in for 120 and the payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The insured had sent me, so the payment went to the insured.
[CUSTOMER][NEUTRAL] OK. And so, can you please provide me your fax number so that I can submit the claims?
[AGENT][NEUTRAL] Yes, your fax number is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and put attention.
[AGENT][NEUTRAL] Medical claims department.
[CUSTOMER][NEUTRAL] Medical claims departments, that's fine. Can you please provide, uh, is there any payer ID to submit claims to you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, our payer ID number is 60801.
[CUSTOMER][NEUTRAL] And to.
[CUSTOMER][NEUTRAL] What is timely filing limit to submit claims?
[AGENT][NEUTRAL] And I'm sorry, what was that?
[CUSTOMER][NEUTRAL] What is the timely billing limit to submit a claim?
[AGENT][NEUTRAL] We do not have a timely filing limit, [PII], so you're good to get that refiled at any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] OK, so can you please provide me the call reference number for today's call?
[AGENT][NEUTRAL] Well, is that all that I can help you?
[AGENT][POSITIVE] Pleasure for you today, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty, we don't give call reference numbers, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please provide me with the reference number.
[AGENT][NEUTRAL] Yeah, we don't give call reference numbers to, but you can use my name in today's date if you need to do so, OK?
[CUSTOMER][POSITIVE] OK, thank you so much for the information today and have a nice day ahead.
[AGENT][POSITIVE] You as well, [PII]. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye for now.