AccountId: 011433970860
ContactId: af727d7f-cbac-43a5-b62a-4b9f7075e280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259140 ms
Total Talk Time (AGENT): 104201 ms
Total Talk Time (CUSTOMER): 92965 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/af727d7f-cbac-43a5-b62a-4b9f7075e280_20250617T17:35_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ACL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] here. I'm looking for claims.
[AGENT][POSITIVE] Yes, I, how can I help you?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I'm looking for the bill status.
[AGENT][NEUTRAL] A, a, a claim status, I can help with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 1,572,980.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And is there a bill amount that I should find?
[CUSTOMER][NEUTRAL] $625.37.
[AGENT][POSITIVE] OK, thank you very much. Let me just check here.
[AGENT][NEUTRAL] Now I'm not finding anything for that data service so far. Let me just.
[AGENT][NEUTRAL] OK, so I'm not finding anything at all for that data service. Do you know where you sent it, uh, the, the address?
[CUSTOMER][NEUTRAL] Uh, it's just been submitted electronically to the payer ID 6860801.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh, you haven't received any claim for this number?
[AGENT][NEUTRAL] Uh, I haven't received a claim for that data service, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have 2 more games for the same member.
[AGENT][NEUTRAL] Now this
[AGENT][NEUTRAL] OK, yes, certainly, that's what I was gonna ask what is the next, uh, data service that we need to require?
[CUSTOMER][NEUTRAL] 214 of 25.
[AGENT][NEUTRAL] OK, we don't have anything for [PII] 2025.
[CUSTOMER][NEUTRAL] Do you have anything for [PII] of 2025?
[AGENT][NEUTRAL] Let me just check. [PII]?
[CUSTOMER][NEUTRAL] 131 of 2025.
[AGENT][NEUTRAL] OK, certainly. 131 2025. No, I'm sorry, we don't have anything for that day to start.
[AGENT][NEUTRAL] We can review our uh where to send your claim. We also have an online um for for this um.
[CUSTOMER][NEUTRAL] OK, so you don't have any claim for this member for the date of services [PII] of 25 or 214 of 25 or to uh [PII].
[AGENT][NEGATIVE] No, no, I do not.
[CUSTOMER][NEUTRAL] You have any of them, right? But your payer ID is 60801.
[AGENT][POSITIVE] Yeah, no, I'm sorry.
[AGENT][NEUTRAL] That's, that's correct. Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, what's the time frame to submit the claim?
[AGENT][NEGATIVE] There's there's no timely filing.
[CUSTOMER][NEUTRAL] Can the members of 50 of coverage.
[AGENT][NEUTRAL] I, I beg your pardon? I'm sorry, I can barely hear you. Uh, and I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm sorry for that. Can I get the member's effective and term date of coverage?
[AGENT][NEUTRAL] That the policy went into effect on [PII].
[CUSTOMER][NEUTRAL] The fact that you.
[AGENT][NEUTRAL] And it turned on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Oh, so they don't have any policy active for this year?
[AGENT][NEGATIVE] Uh no, no, they do not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then, so can I get your name one more time?
[AGENT][NEUTRAL] My name is [PII], that's [PII] We're gonna use that and today's date is our reference.
[CUSTOMER][NEUTRAL] But I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, thank you for that bye bye.
[AGENT][POSITIVE] OK, thanks for contacting me too have a good day.