AccountId: 011433970860
ContactId: ae97f38e-c6bf-4ecd-85d8-e78829b0a74a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238600 ms
Total Talk Time (AGENT): 85004 ms
Total Talk Time (CUSTOMER): 59910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ae97f38e-c6bf-4ecd-85d8-e78829b0a74a_20241230T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. My last initial is [PII] calling for claim status.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on claim status for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, the patient's policy number is 01.
[CUSTOMER][NEUTRAL] 879-577
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. One moment. And do you have a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much and then what's the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][POSITIVE] Thank you. Fill them out.
[CUSTOMER][NEUTRAL] $191 even.
[AGENT][POSITIVE] Thank you. Let me take a look here.
[AGENT][NEUTRAL] OK, so I'm not showing any claims on file for date of service [PII]. Uh, the members plan did terminate [PII], and they do not have any other active coverage with us.
[CUSTOMER][NEUTRAL] OK. So when the policy starts?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, got it. So the members do not have active policy at the time of service.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Uh, just one moment, just.
[CUSTOMER][NEUTRAL] So upon checking in my records we found on [PII]. 0 God, OK, OK.
[CUSTOMER][NEUTRAL] So [PII], [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I get the claim's mailing address and pay ID for just documentation purposes?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And then the payer ID is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I get the timely filing need to submit the claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK, may I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], that's spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a nice day.
[AGENT][POSITIVE] You too take care bye bye.