AccountId: 011433970860
ContactId: cdcca64a-4b02-4d56-bce3-373202535e60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434260 ms
Total Talk Time (AGENT): 114162 ms
Total Talk Time (CUSTOMER): 114299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cdcca64a-4b02-4d56-bce3-373202535e60_20250530T19:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My initial is [PII] calling from provider's office to check on the claim status. If you don't mind, could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII], last initial, [PII].
[CUSTOMER][POSITIVE] OK, [PII], thank you. I got it.
[AGENT][NEUTRAL] OK, can I get a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Sure. It is [PII] with [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is
[CUSTOMER][NEUTRAL] C as in OK, sorry.
[CUSTOMER][NEUTRAL] It is 01260490. M as in Mike, L as in Lima, and 8.
[AGENT][NEUTRAL] One moment while I look it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Yes, I have a claim number. It is June 21, 2024 with the valid amount $336 even.
[AGENT][NEUTRAL] You said [PII] of what year?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not seeing a a claim for that date of service.
[CUSTOMER][NEUTRAL] OK. There's no claim on, sir. May I know the member effective and term dates, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. May I know payer ID please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. May I know your mailing address, please?
[AGENT][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. May I get the timely filing limit to submit the claim?
[AGENT][NEUTRAL] Uh, we don't have timely filing limits.
[CUSTOMER][POSITIVE] OK. Thank you so much. I have one more claim. Can you please verify me the status?
[AGENT][NEUTRAL] Is it for the same patient?
[CUSTOMER][NEUTRAL] No, it is under a different patient.
[AGENT][NEUTRAL] OK, give me just one moment to close out this one.
[CUSTOMER][POSITIVE] Sure. Take your time, please.
[AGENT][NEUTRAL] And what is the next policy number?
[CUSTOMER][POSITIVE] Yes, just give me a moment. I'm providing you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, thank you so much for patiently waiting. And the policy number is 01877135 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII] with the valid amount $135 even.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not seeing a claim on file for this claim for that date of service either.
[CUSTOMER][NEUTRAL] OK, may I know the member effective and term dates, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the payer ID and mailing address is the same, am I right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. May I get the call reference number, please?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and my name and last initial in today's date.
[AGENT][NEUTRAL] So [PII] in today's date. Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[CUSTOMER][POSITIVE] OK. OK, sure. Thank you so much, [PII]. Thank you. I got a required info from you today. It was nice talking to you. Have a nice day. Stay safe. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.