AccountId: 011433970860
ContactId: c412ec4e-5d06-432f-8618-9c76686581ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216649 ms
Total Talk Time (AGENT): 80091 ms
Total Talk Time (CUSTOMER): 63940 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c412ec4e-5d06-432f-8618-9c76686581ed_20250304T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling from office checking for claim.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] And then, may I have a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Sure, I have a direct line. It is [PII], sorry, again it is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 1,352,770.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have um the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Uh, yeah, the date of service is [PII] for total charge amount.
[CUSTOMER][NEUTRAL] It is $248 even.
[CUSTOMER][NEUTRAL] Sorry, it's not 248 hold on.
[CUSTOMER][NEUTRAL] For the total charge amount of $6,369 even.
[AGENT][NEUTRAL] So [PII] and the amount of $6,369.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] And you said this was for [PII]?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, I just wanted to make sure because I'm not showing there is a claim on file for [PII] from [PII].
[CUSTOMER][NEUTRAL] OK, what's the member active during the service?
[AGENT][NEUTRAL] Um, yes, the policy.
[AGENT][POSITIVE] It's active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And what's the timely filing limit to submit a claim?
[AGENT][NEUTRAL] There is no timely filing as long as the policy was active on the day of service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] OK. May I have the mailing address, the claim mailing address?
[AGENT][NEUTRAL] Sure, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Could you please also spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] OK and uh may I have the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name again is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your assistance and uh stay safe and have a wonderful day bye bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling APO. Bye-bye.