AccountId: 011433970860
ContactId: c9932d40-ce60-4565-a51b-928550a947cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299329 ms
Total Talk Time (AGENT): 79685 ms
Total Talk Time (CUSTOMER): 127667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c9932d40-ce60-4565-a51b-928550a947cc_20250530T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. The initial and my last name is [PII] calling from provider's office to check on a claim status for the patient.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. What is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The patient policy number is 01877135 [PII] 8.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is uh it is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] The service is 529-2024. bill amount is $394 a month.
[AGENT][NEUTRAL] Did you say 529 of 24?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] We don't have any claims on file for [PII].
[CUSTOMER][NEUTRAL] Oh, OK, um, OK then, uh do you uh do you have any rejection? Is there any rejection on your end?
[AGENT][NEUTRAL] No, I don't show anything on file for that date of service at all.
[CUSTOMER][NEUTRAL] OK. OK, then, uh, may I know the member plan effective date?
[AGENT][NEUTRAL] Policy effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I also know the time you find any limit to submit them.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] May I also have your pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you for that. And the address, uh, I just want to verify the address. The address is going to be a [PII], right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK, thank you for that information. Uh, that's all for this claim, but I have another, another claim for different patients, so shall we move on to the next patient?
[AGENT][NEUTRAL] One moment, let me just notate this and we can check the next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] What's the next policy number?
[CUSTOMER][NEUTRAL] The next member policy number is 02344566.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Billed amount is $383 even.
[AGENT][NEUTRAL] Data service just to reconfirm [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK. OK, then, um, for this number, may I have the effective date of the policy?
[AGENT][NEUTRAL] Policy effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] OK. Thank you for that information. May I have a reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] And that's all for now. Thank you so much for the information and have a nice rest of your day. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too bye bye.