AccountId: 011433970860
ContactId: c51d836e-8e66-4362-8ed6-1ad7a4c52088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491880 ms
Total Talk Time (AGENT): 134890 ms
Total Talk Time (CUSTOMER): 118539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c51d836e-8e66-4362-8ed6-1ad7a4c52088_20250519T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII], this is [PII] calling on the products office which I can claim.
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01936826.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 36826. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the date of service or the claim number?
[CUSTOMER][NEUTRAL] Data service?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] You said [PII], right, not [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, just wanted to make sure thank you so much.
[AGENT][NEUTRAL] I'm not seeing any claims for that date. [PII].
[CUSTOMER][NEUTRAL] 7172.
[CUSTOMER][NEUTRAL] Can you check, is it rejected or something?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Uh, uh, OK, so.
[CUSTOMER][NEUTRAL] Submitted on 444149 in [PII].
[AGENT][NEUTRAL] Are you, I'm sorry, are you giving me a different date?
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK. You said you know, can you confirm the mailing address?
[AGENT][NEUTRAL] Oh, the claim mailing address?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I know the timeframe to submit the claim?
[AGENT][NEUTRAL] We do not have timely filings so you can file it whenever um you're able to.
[CUSTOMER][NEUTRAL] OK, can you also check the policy, uh, patient's policy effect and the term date?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] And do it?
[AGENT][NEUTRAL] Uh, it's still active.
[CUSTOMER][NEUTRAL] OK, OK. Selective.
[CUSTOMER][NEUTRAL] OK. Uh, can you provide me the reference number?
[AGENT][NEUTRAL] Fax number is 877, 0, sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I mean, reference number, call reference number?
[AGENT][NEUTRAL] Oh call reference number. I'm so sorry we don't have call reference numbers. You can use my name and last initial, so [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] OK. Actually, I have one more claim with me. Can you check, and help me in that as well?
[AGENT][NEUTRAL] Is it for a different patient?
[CUSTOMER][NEUTRAL] Yeah, different patient.
[AGENT][NEUTRAL] OK, give me one moment, let me finish this one up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] Alright, and what's the 2nd policy number?
[CUSTOMER][NEUTRAL] 01982592 M as in Mike, L as in Lima, and 8 number 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much, and what's the date of service?
[CUSTOMER][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] The data of service on the claim is [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] And I'm not showing a claim for that date either.
[CUSTOMER][NEUTRAL] OK. For this also you, you're not getting any claim, right?
[AGENT][NEUTRAL] Correct, there's no claim for [PII].
[CUSTOMER][NEUTRAL] OK. And the mailing address for this one is going to be the same or different?
[AGENT][NEUTRAL] Yes, it's the same.
[CUSTOMER][NEUTRAL] OK, and did you don't have it. Can you provide me the uh policy that you any term date for this number?
[AGENT][NEUTRAL] OK, this policy is active with an effective date of [PII]. There is no lapse date because it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01, can you spell your name? That's [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Uh thanks for your assistance.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, that's all.
[AGENT][POSITIVE] Alright [PII], well thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too. Bye for now.
[AGENT][NEUTRAL] Alright bye.