AccountId: 011433970860
ContactId: c432c3fc-0c75-4a5a-bb8f-755a826cf830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278839 ms
Total Talk Time (AGENT): 79303 ms
Total Talk Time (CUSTOMER): 108174 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c432c3fc-0c75-4a5a-bb8f-755a826cf830_20250625T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling from Po office looking for claim status. Could you please assist me?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02337056.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Like, um, it's my first.
[CUSTOMER][NEUTRAL] Yeah. My callback number is [PII]. This is direct line. There is no extension.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] The date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, the data service is
[CUSTOMER][NEUTRAL] Uh yeah, it is [PII]. The total charge amount is $283. 38 cents.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said the date of service was [PII] of this year?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] I do not show that claim has been received. Uh, can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Once again, it is [PII], right?
[AGENT][NEUTRAL] Correct. We have not received the claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's OK. Can we go with the next date of service? It is [PII].
[AGENT][NEUTRAL] OK, uh, amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, it is $900. 74 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we have not received that claim.
[CUSTOMER][NEUTRAL] Yeah, OK. One second. Yeah, the next address is [PII].
[AGENT][NEUTRAL] Uh, we have not received the claim.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, could you please verify the, the last date of service is uh [PII].
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Yeah, when you received the last claim?
[CUSTOMER][NEUTRAL] This [PII]
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] I'm not sure. You have to give me dates of service so I can look. So we hadn't received any claims for the uh for any claims for [PII].
[CUSTOMER][NEUTRAL] Yeah, it is
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEGATIVE] We have not received it.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[CUSTOMER][NEUTRAL] One just a minute.
[CUSTOMER][NEUTRAL] What's it not quite yeah, could you please provide me the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 2160801, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it is active for the date of service?
[AGENT][NEUTRAL] Yes, policy is active. Effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Effect today, yeah.
[CUSTOMER][NEUTRAL] Yeah, when
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, OK. Your name and call reference number?
[AGENT][NEUTRAL] Uh, you may use my name at today's date and it's [PII], last initial [PII] in [PII].
[CUSTOMER][POSITIVE] Thank you for the information. Have a wonderful day. bye. Take care.
[AGENT][POSITIVE] You too thanks for calling APL.