AccountId: 011433970860
ContactId: c658a4ea-3635-4dbd-8fc2-f86fb2a3f1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547309 ms
Total Talk Time (AGENT): 113301 ms
Total Talk Time (CUSTOMER): 129276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c658a4ea-3635-4dbd-8fc2-f86fb2a3f1ec_20250612T14:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and my initial is [PII] calling from provider's office to check on the claim status. If you don't mind, please spell your name for me.
[AGENT][NEUTRAL] [PII] Can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and, my initial is [PII]. And your initial last name, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 01867061.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] The date.
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. For what date of service?
[CUSTOMER][NEUTRAL] [PII] with the bill amount to $70 even.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] That was 528-24.
[CUSTOMER][NEUTRAL] Sorry. Uh.
[AGENT][NEUTRAL] The date of service was that [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][NEUTRAL] OK. Give me a moment, please.
[CUSTOMER][POSITIVE] OK. May I know, thank you so much for patiently waiting. May I know the payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And may I know member effective and term dates, please?
[AGENT][NEUTRAL] The policy is still active.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know your mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. And may I know the timely filing limit to submit the claim?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][POSITIVE] Thank you so much. I have a one more claim to check. Can you please provide me the status?
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it on the same person or different, different policy?
[CUSTOMER][NEUTRAL] Different, different.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, what is the next one?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, are you ready for the next member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02422297 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK. Give it to me one more time. I missed the number in there.
[CUSTOMER][NEUTRAL] Sure, no problem. 02422297. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what date of service?
[CUSTOMER][NEUTRAL] [PII] with the billed amount $336 even.
[AGENT][NEUTRAL] OK, what was the amount again?
[CUSTOMER][NEUTRAL] $336 even.
[AGENT][NEUTRAL] 3:36 and that was 92324. Am I right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK. May I know the effective and term dates, please?
[AGENT][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] And it canceled [PII]. Let me see if they have another policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not showing they have another policy, so it canceled [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What else can I help you with?
[CUSTOMER][NEUTRAL] Uh, the payer ID and mailing address is the same, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. And may I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I got a required info from you today, [PII]. It was nice talking to you. Have a nice day. Stay safe. Bye for now.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.