AccountId: 011433970860
ContactId: c0168fde-784c-400f-9619-f0e3d634e84b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455690 ms
Total Talk Time (AGENT): 87127 ms
Total Talk Time (CUSTOMER): 277456 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c0168fde-784c-400f-9619-f0e3d634e84b_20250328T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from provider office to check on claim status. Could you please help me out?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. What's your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, the callback number will be [PII] and the extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the, uh, policy number?
[CUSTOMER][NEUTRAL] Yes. Uh
[CUSTOMER][NEUTRAL] The member ID will be 02135063.
[CUSTOMER][NEUTRAL] Yes, uh, the patient's name is [PII], and the last initial of the first name is [PII]. And the date of birth will be [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] The date of service will be [PII] and the bill amount is 2 $355 even.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] I'm not showing a claim on file for that date.
[CUSTOMER][NEUTRAL] OK. So, it's no claim on file.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And I have a, uh, could you please provide me the mailing address so I can uh submit the claim?
[AGENT][NEUTRAL] Yes, mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's OK. Mhm. OK.
[CUSTOMER][NEUTRAL] OK. And may I know the timely filing limit?
[AGENT][NEGATIVE] Uh, we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I have a few more claims with the same patient. Could you please help me out?
[AGENT][NEUTRAL] Uh, yes, what's the date of service?
[CUSTOMER][NEUTRAL] Yes. Uh, just a minute.
[CUSTOMER][NEUTRAL] The date of service will be [PII] and the bill amount is $231 even.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You said 2:31 even?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 521
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not having that claim on file either.
[CUSTOMER][NEUTRAL] OK. And the next date of service will be [PII], and the bill amount is uh $303 even.
[AGENT][NEUTRAL] I don't have that claim on file either.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. And the next, uh,
[CUSTOMER][NEUTRAL] Date of service uh is [PII] and the bill amount is at $235 even.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry, what was that claim amount?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, $235 even.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] that was.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK. And I have a one more claim with different number. Could you please help me out?
[AGENT][NEUTRAL] I don't have that claim on file.
[AGENT][NEUTRAL] Uh yes, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah have a good day.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I the.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, do you have the policy number for the next number?
[CUSTOMER][NEUTRAL] Yes. Uh, the member ID will be 90,900,200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling up that policy number. Do you have a last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think it's a different one, right? A different department.
[AGENT][NEUTRAL] I, I wasn't able to pull up that policy number. Are you saying you need to call someone else or?
[CUSTOMER][POSITIVE] OK sounds good.
[CUSTOMER][NEUTRAL] Yes, I can. Uh, could you please, uh, could you please spell out your name for my documentation?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII] and then my last initial is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right? And the last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And could you please provide me the call reference number?
[AGENT][NEUTRAL] Uh, the call reference number is my name, last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And is there anything else I can help today with Gray?
[CUSTOMER][POSITIVE] OK. Uh, no, no, that's all for today. Thank you for providing all this information. Have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.