AccountId: 011433970860
ContactId: bee88ac0-6a74-4d3a-9289-1fd12eec6aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226139 ms
Total Talk Time (AGENT): 72670 ms
Total Talk Time (CUSTOMER): 77291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bee88ac0-6a74-4d3a-9289-1fd12eec6aea_20250224T22:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling for LPND Tri and Lotus Medical Group to check on a client status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. And please be informed me that this call is being recorded and monitored for the quality and training purpose. The policy number is 02335013.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yeah, sure. The callback number is [PII] and it's the direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's
[CUSTOMER][NEUTRAL] And may I know your name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure, the name is going to be uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, sure. The data of service is number 5, 2024. And this is for the total charge amount of uh $243.22.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] You said the date of service is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, no. The date of service is [PII], oh, I'm so sorry. Yes, it's [PII].
[AGENT][NEUTRAL] OK, um, I do not show we received that claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh yeah, let me check.
[CUSTOMER][NEUTRAL] And may I know the bill ID?
[AGENT][NEUTRAL] Uh, pay ID is 64556.
[CUSTOMER][NEUTRAL] May I remembers policy effect term date?
[AGENT][NEUTRAL] Uh, effective date is [PII], and the policy is showing active.
[CUSTOMER][NEUTRAL] And you are the primary insurance for this number, am I right?
[AGENT][NEUTRAL] Um, well, they could have other insurance. We could be primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the mailing address for submitting a client?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention to clients.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] And the timely filing limit?
[AGENT][NEUTRAL] Uh, there's no time limit to fall.
[CUSTOMER][NEUTRAL] May I know the uh mode of submission you prefer to submit a clambus through paper or electronic?
[AGENT][NEUTRAL] Uh, either, either way is fine.
[CUSTOMER][NEUTRAL] People to electronic.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] OK. May I have the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII], and thank you so much for your assistance. You have a wonderful day.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.