AccountId: 011433970860
ContactId: c7457d17-9e1c-4599-870c-9a59fca5e807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273890 ms
Total Talk Time (AGENT): 107007 ms
Total Talk Time (CUSTOMER): 106038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c7457d17-9e1c-4599-870c-9a59fca5e807_20250611T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and last name [PII] [PII].
[CUSTOMER][NEUTRAL] I'm calling from provider office and looking for claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have only one
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02433267.
[AGENT][NEUTRAL] And that was 043, I'm sorry, 02433267.
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK. Patient first name is [PII]. Last name is given. Date of birth, [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 the date of service and the total bills?
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][NEUTRAL] Yes, I have data service for this one. It's [PII] with total charge of $368.49.
[AGENT][NEUTRAL] $360 360.49?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 368.49.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was [PII]?
[CUSTOMER][NEUTRAL] this specific.
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] The date of service is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so I'm not showing any claims on file for Juliet for [PII]. Let me see, well, this is the only policy that was active. Um, so there's no timely filing. If you need to still file the claim, you can.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, and uh provide me a policy effective for this patient.
[AGENT][NEUTRAL] This policy is active and has been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And uh provide me mailing address.
[AGENT][NEUTRAL] Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah my little.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and provide me payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, thank you. And what is the time defining limit?
[AGENT][POSITIVE] You're very welcome. Did you need the.
[AGENT][NEUTRAL] There's no timely filing limit as long as the policy is active, um, on the data service, you can file a claim at any time.
[CUSTOMER][NEUTRAL] OK, and please spell your name for me.
[AGENT][NEUTRAL] Sure, my name is [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Thank you, provide me call reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Uh no, thank you. Thank you so much.
[AGENT][POSITIVE] All right, [PII], well, thanks for calling APO. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Uh, you too. Bye-bye. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.