AccountId: 011433970860
ContactId: beba932d-cbbb-433e-bd00-230852e4d698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141720 ms
Total Talk Time (AGENT): 46459 ms
Total Talk Time (CUSTOMER): 67344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/beba932d-cbbb-433e-bd00-230852e4d698_20250217T16:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hello [PII], good morning, [PII]. I'd like to check uh status on a claim please to see if you received a claim that we had submitted.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, uh [PII], and that is a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is um.
[CUSTOMER][NEUTRAL] 23143 0 wait that's the group number hold on a minute uh 016998887.
[CUSTOMER][NEGATIVE] MLH.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And the bill amount was $14,635.01.
[AGENT][NEUTRAL] [PII]. I'm not sure we have any claims on file for that data service.
[CUSTOMER][NEUTRAL] Nothing, um, what is the mailing address for you guys?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For claims, uh.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], do you guys have a timely filing guideline?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Out of curiosity? No? OK, very good. Can we fax the claim to you?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Excellent thank you so much I appreciate your help today you have a good day now.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's all that I needed. I appreciate it thank you [PII].
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Take care. Bye bye.
[AGENT][NEUTRAL] Mhm.