AccountId: 011433970860
ContactId: af986626-dedb-45ac-9c56-4549720f4b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196369 ms
Total Talk Time (AGENT): 86068 ms
Total Talk Time (CUSTOMER): 65801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/af986626-dedb-45ac-9c56-4549720f4b09_20250218T15:47_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] calling from Broader spelling office to check on our claims. For training purpose, this call will be monitored and recorded.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number [PII]. How could you spell your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Mhm. And then, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number, it's going to be 202446516.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Name it's going to be [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright thank you for verifying that here what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] built amount $953.50.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII], correct?
[CUSTOMER][NEUTRAL] Exactly, ma'am.
[AGENT][NEUTRAL] OK, so we have not received a claim for that date of service.
[CUSTOMER][NEUTRAL] No claim on file. May I know the member policy effective on term date?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, the effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK. We can submit a claim for the day of uh for the date of service.
[CUSTOMER][NEUTRAL] You will process the claim I'm right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What the mailing address submit the claim, ma'am?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ma'am, your voice was in and out. Can you repeat the number again? [PII]?
[AGENT][NEUTRAL] And that is in
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 9
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I found the limit.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] There is no timely filing limit. I've also got a fax number and a payer ID if you would like, [PII].
[CUSTOMER][NEUTRAL] No doubt.
[CUSTOMER][POSITIVE] Yeah, sure, good, ma'am.
[AGENT][NEUTRAL] OK, so that fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] Cardiff and symbol.
[AGENT][NEUTRAL] That would just be my first name, last initial, [PII]'s date and so my last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, that's it, ma'am. Thank you so much bye bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL have a great rest of your day.