AccountId: 011433970860
ContactId: c2d4fc29-0f51-40f6-9791-8450f534f9ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171740 ms
Total Talk Time (AGENT): 46443 ms
Total Talk Time (CUSTOMER): 88096 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c2d4fc29-0f51-40f6-9791-8450f534f9ac_20250508T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status um what provider are you with?
[CUSTOMER][NEUTRAL] Medical provider?
[AGENT][NEUTRAL] Yeah, the provider's name?
[CUSTOMER][NEUTRAL] Provider's name. Memorial Hospital for Cancer and Allied Diseases.
[AGENT][NEUTRAL] And you have a good callback number?
[CUSTOMER][NEUTRAL] Contact number [PII]. It's direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 1,352,770.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] name and date of birth? [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] and charges [PII] and the bill amount would be $8,139.51.
[AGENT][NEUTRAL] And patient was [PII], correct?
[CUSTOMER][NEUTRAL] And patient was [PII], correct? Yeah.
[AGENT][NEUTRAL] I'm not pulling up a claim for that date of service. That was [PII].
[CUSTOMER][NEUTRAL] I'm not pulling up a claim for that date of service that was [PII].
[CUSTOMER][NEUTRAL] OK, just tell what the member is active for product of service.
[AGENT][NEUTRAL] Yes, the member was active, effective [PII].
[CUSTOMER][NEUTRAL] Yes, the number was active effective [PII].
[CUSTOMER][NEUTRAL] OK, may I know the mailing address?
[AGENT][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, may I know the call reference number for today's call.
[AGENT][NEUTRAL] That's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Yes my name is [PII] and today's date. What is the time frame to submit the claim as secondary?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] There's no timely filing. OK, got it. Thank you so much for assisting me today.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Great thanks for calling APL. I hope you have a good day. Bye bye.