AccountId: 011433970860
ContactId: c5e877cb-1dfb-4515-8903-bdf42553ed79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189199 ms
Total Talk Time (AGENT): 42928 ms
Total Talk Time (CUSTOMER): 66316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c5e877cb-1dfb-4515-8903-bdf42553ed79_20250409T18:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the product's office to check on a claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 1477504, M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] His name is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do you have the date of service.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Uh, don't show a claim on file.
[CUSTOMER][NEUTRAL] No, it's not [PII]. It's [PII], [PII] [PII].
[AGENT][NEUTRAL] Uh, I don't show a claim on file for that date either.
[CUSTOMER][NEUTRAL] Could you please confirm me the mailing address once?
[AGENT][NEUTRAL] Mailing address is [PII] [PII].
[CUSTOMER][NEUTRAL] What was the ZIP code again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 20801, right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. What is the time defining limit to submit a claim?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK. And what is the, is the member active for the date of service?
[AGENT][NEUTRAL] Yes, they are active.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Actually claim was built to wrong mailing address so please submit the claim again from our.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.