AccountId: 011433970860
ContactId: ccaffb95-950f-4ebf-a410-5e1a20a51954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201690 ms
Total Talk Time (AGENT): 76351 ms
Total Talk Time (CUSTOMER): 65962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ccaffb95-950f-4ebf-a410-5e1a20a51954_20250227T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need help with the claim, please.
[AGENT][NEUTRAL] Sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], are you calling from provider's office or this is your personal policy providers, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] All right. And may I have a callback number just in case we get disconnected and the name of the provider or facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] direct line Cleveland Clinic [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That is uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm the right person.
[CUSTOMER][NEUTRAL] Yes, 02203938.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And you said you need claim status today. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $8,119.85.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional. And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it look like we have received the claim from the provider.
[AGENT][NEUTRAL] As.
[CUSTOMER][NEUTRAL] OK, so you don't have a claim. Can I just confirm um the address we have?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] That's correct. What about timely on this? Is it one year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] There's no timely filing limits.
[CUSTOMER][NEUTRAL] There is none? OK, and you are secondary, so I'll be sending a.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You will be with this one if I can find it. Could you give me uh your name again and reference for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state. My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good time, Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.