AccountId: 011433970860
ContactId: b739035b-d29f-49db-a593-13e25c3ea446
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181289 ms
Total Talk Time (AGENT): 49346 ms
Total Talk Time (CUSTOMER): 49859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b739035b-d29f-49db-a593-13e25c3ea446_20250611T19:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider service checking on claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02592443.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] A [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Date of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Total bill amount is $160.44.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, don't show a claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] OK. Uh, can you verify the member's eligibility?
[AGENT][NEUTRAL] Policies effective [PII], it's active no term date.
[CUSTOMER][NEUTRAL] What is family funny?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] Can you verify the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] OK, can you check for other for the same number?
[AGENT][NEUTRAL] The date of service?
[CUSTOMER][NEUTRAL] [PII] $160.44.
[AGENT][NEUTRAL] I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK, can you take 400 of those?
[AGENT][NEUTRAL] OK, data source.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] $160.44.
[AGENT][NEUTRAL] Uh, don't show that on file.
[CUSTOMER][NEUTRAL] OK. Uh, can you verify the payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, can I get the call reference number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Reference number is my name is [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you. You have a great day.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.