AccountId: 011433970860
ContactId: b0baf05d-eb0c-49b3-a787-6282066025d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391279 ms
Total Talk Time (AGENT): 67785 ms
Total Talk Time (CUSTOMER): 130293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b0baf05d-eb0c-49b3-a787-6282066025d8_20250514T20:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII]. My first name is [PII], my last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, the ID is 01631918.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] That [PII]. 1st name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Data services uh 6-17-2024 total charge is $3,393.99.
[AGENT][NEUTRAL] OK, you said 6-17-2024. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't show this claim on file. Would you be able to resubmit it?
[CUSTOMER][NEUTRAL] Uh, OK, just hold on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So, uh, can I have the most effective date?
[AGENT][NEUTRAL] The members effective date is [PII].
[CUSTOMER][NEUTRAL] To current right.
[AGENT][NEUTRAL] Yes, current.
[CUSTOMER][NEGATIVE] And also there is no claim timely filing it, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, uh, OK, thank you, let's move to the next patient.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] 04291154.
[AGENT][NEUTRAL] OK, could you repeat that? You cut out a little bit.
[CUSTOMER][NEUTRAL] 01991154.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII]. 1st name is [PII] Last name is [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] [PII], total charge is $1,648.50.
[AGENT][NEUTRAL] Uh, it looks like you don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, uh, members effective date.
[AGENT][NEUTRAL] effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, to [PII], right?
[AGENT][NEUTRAL] Uh, no, it actually terminated [PII].
[CUSTOMER][NEUTRAL] OK, and I want to go to the next mission.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Po number?
[CUSTOMER][NEUTRAL] Uh, yes, the patient that is.
[CUSTOMER][NEUTRAL] 021-73249.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patients, uh.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Native service and bill charges.
[CUSTOMER][NEUTRAL] The service [PII] total charges.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] $9,36 even.
[AGENT][NEUTRAL] Uh it looks like you don't have that claim on file.
[AGENT][NEUTRAL] Policies effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And active.
[CUSTOMER][NEUTRAL] OK, thank you. Let's move to the last question.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, D as in Delta 43700506.
[AGENT][NEUTRAL] Um, that policy number is with 90 degree benefits, but we do some of their policies. Do you have the last name?
[CUSTOMER][NEUTRAL] The last name is OK then I'll just uh call back and uh what is the call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you. That's all I need and have a very blessed day.
[AGENT][POSITIVE] OK, thank you for calling APL. You as well. Bye-bye.