AccountId: 011433970860
ContactId: b97f7c8e-d30f-4119-9a07-7c04d9ba0679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288799 ms
Total Talk Time (AGENT): 75261 ms
Total Talk Time (CUSTOMER): 97718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/b97f7c8e-d30f-4119-9a07-7c04d9ba0679_20250306T17:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the provider's office checking on the claims today.
[AGENT][NEUTRAL] OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] Initial to my last name is [PII], [PII].
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Definitely, ma'am.
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] Thank you so much for waiting. The policy number is 02198429 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name is uh [PII], right?
[AGENT][NEUTRAL] Yes, [PII] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's uh name is uh
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claims status?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] [PII], total bill amount of $744 even.
[AGENT][NEUTRAL] OK, what's the procedure code for that bill?
[CUSTOMER][NEUTRAL] Definitely, ma'am. The procedure code built on the claim for the date of service is uh
[CUSTOMER][NEUTRAL] 01810
[AGENT][NEUTRAL] For anesthesia.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, there's no claim on file for that, for the anesthesia.
[CUSTOMER][NEUTRAL] I know the member is active?
[AGENT][POSITIVE] It is active and they have met their maximum for that data service as well.
[CUSTOMER][NEUTRAL] Can I have the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] current.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Can I have the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I repeat the address again. It's [PII], [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. Can I have the timely filing limits?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] OK. And uh can I have the uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much and have a great day bye bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.