AccountId: 011433970860
ContactId: cd89ffea-b7bf-4168-8f29-93d45529dae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331730 ms
Total Talk Time (AGENT): 107217 ms
Total Talk Time (CUSTOMER): 99260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cd89ffea-b7bf-4168-8f29-93d45529dae0_20250210T14:38_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]. I'm calling in regards to a mutual patient.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with um policy information. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] Thank you. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] 1,445,070 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] Um, so let me ask you a question regarding this, how far back do you guys accept claims?
[AGENT][NEGATIVE] Um, there's no timely filing.
[CUSTOMER][NEUTRAL] Like what's your time filing?
[CUSTOMER][NEGATIVE] There's no timely filing?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And when did her policy start?
[AGENT][NEUTRAL] OK. Her policy started [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's say if I have a claim from [PII] and I submit it now um for processing um you guys would.
[CUSTOMER][NEUTRAL] Not deny it for timely.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Since there's no time, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, what's the date of service so I can give you the correct policy number to file the claim under?
[CUSTOMER][NEUTRAL] Um, well, there's a couple, couple, um, let me just start with the first one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK, just need to call.
[CUSTOMER][NEUTRAL] Um, so [PII] so it's the first one.
[AGENT][NEUTRAL] OK, you'll file it under this policy number?
[AGENT][NEUTRAL] Um, 1,445,070.
[CUSTOMER][NEUTRAL] 1,445,070
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's for [PII] until when?
[AGENT][NEUTRAL] Um, that's for [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, can you repeat the, I think I deleted the number of the.
[AGENT][NEUTRAL] The, yes.
[CUSTOMER][NEUTRAL] The policy
[AGENT][NEUTRAL] 1,445,070.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] The one that I submitted is the new number for this year from [PII] and [PII], the one that I just told you.
[AGENT][NEUTRAL] Um, well, for, let's see, for date of service, [PII], well, no, the one you just gave me, that's for [PII].
[CUSTOMER][NEUTRAL] It's the one that
[AGENT][NEUTRAL] Yeah, that's um for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, can you give me the one for [PII], the updated one?
[AGENT][NEUTRAL] Yes, ma'am. The new one for [PII] is 025.
[AGENT][NEUTRAL] 853.
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][POSITIVE] Perfect. Awesome. Can I have a reference number and your name, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's about it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You. Bye-bye.
[AGENT][POSITIVE] Thanks.