AccountId: 011433970860
ContactId: ba55d4c1-32be-499b-8bc2-e2d1fbc40caa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259320 ms
Total Talk Time (AGENT): 65673 ms
Total Talk Time (CUSTOMER): 146763 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/ba55d4c1-32be-499b-8bc2-e2d1fbc40caa_20250626T13:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, my name is [PII]. I'm calling, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from office. I need to check the claim status for the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 256-6484.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's your name and date of birth?
[CUSTOMER][NEUTRAL] Your name, just a moment.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII], last name [PII], yeah.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Uh, birthday?
[CUSTOMER][NEUTRAL] Date of birth, [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, and what's the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, [PII]. And the charge amount is $669.
[CUSTOMER][NEUTRAL] And then uh.
[CUSTOMER][NEUTRAL] 3 cents or 3 or 30 I don't know.
[CUSTOMER][NEUTRAL] May I know your good name with the spell?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], it's [PII] Y.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. Last name of your insurance?
[AGENT][NEUTRAL] The last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Uh it doesn't look like we have a claim on file. Can you resubmit the claim?
[CUSTOMER][NEUTRAL] No claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, may I know the patient effect due date?
[AGENT][NEUTRAL] Effective date is [PII]. Policy is active, no term date.
[CUSTOMER][NEUTRAL] 12025.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. May I know the TFL family filing limit for
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEGATIVE] No timely filing limit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You know the claim mailing address?
[AGENT][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] You know the pay ID?
[AGENT][NEUTRAL] OK, your ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get the call reference?
[AGENT][NEUTRAL] All references my name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] S T E P H.
[CUSTOMER][NEUTRAL] A NY inventory date.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mm, no. Thank you so much, [PII]. Yeah, thank you so much. Yeah, bye-bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[AGENT][NEUTRAL] Bye bye.