AccountId: 011433970860
ContactId: bb44039e-a9c4-406e-b374-22b464ccb53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215419 ms
Total Talk Time (AGENT): 56027 ms
Total Talk Time (CUSTOMER): 80297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bb44039e-a9c4-406e-b374-22b464ccb53f_20250612T15:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider's office. I need a claim status.
[AGENT][POSITIVE] Great [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Do you need a member ID?
[CUSTOMER][NEUTRAL] Yeah, it's 01545889 M as in monkey, L as in Lima 77.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Day of service is [PII] and the bill amount is $1950 even.
[AGENT][NEUTRAL] Uh, looks like we don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Is there none of the fa claims available for that date?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. What is the timely filing limit?
[AGENT][NEUTRAL] There's no
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] There is no timely filing agreement, right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Can I get the payer ID?
[AGENT][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check the eligibility for the patient, please?
[AGENT][NEUTRAL] The policy is effective [PII] and it's active.
[CUSTOMER][NEUTRAL] And it's still elective, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, thank you for this information. Can I get the call reference number?
[AGENT][NEUTRAL] It's my name is [PII]. First initial to last name [PII].
[CUSTOMER][NEUTRAL] Can you spell that?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And references my name in today's state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for this information. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL you as well bye bye.