AccountId: 011433970860
ContactId: cea7b443-acbe-4dbe-a4e6-8b97b8917328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447640 ms
Total Talk Time (AGENT): 160084 ms
Total Talk Time (CUSTOMER): 228807 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/cea7b443-acbe-4dbe-a4e6-8b97b8917328_20250303T15:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from I spoke to check on a client status. Could you please help me and [PII]?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Can I spell it for you?
[AGENT][POSITIVE] Yes, please, thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, what is your callback number please?
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And the extension number is [PII].
[AGENT][NEUTRAL] OK, thank you Ma. What is the policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the policy ID number is 018.
[CUSTOMER][NEUTRAL] 949
[CUSTOMER][NEUTRAL] 31 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, and let me just repeat that to you, [PII], that was 01894931 ML8.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can I spell the name of the patient?
[AGENT][POSITIVE] Uh, you can thank you.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. And the patient's second name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process, [PII], and again you're calling for claim status. I can assist you. What is the date of service and the total charge amount billed, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yeah, the date of service is on [PII] and the total charge amount is $345 even.
[AGENT][NEUTRAL] If you could also repeat that date of service, please?
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Um, yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] There's no [PII] in the one time, right? I think so.
[AGENT][NEUTRAL] Correct. So I'm not able to understand. If you could just, OK, that's [PII] or [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII]. Thank you, thank you so much. One moment please.
[CUSTOMER][NEUTRAL] You're welcome. Mhm.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's an
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So the policy number that you provided me that policy has termed before proceeding to locate an active policy number, would you like to know the term date, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yeah. Can you please send me the term date and your future date?
[AGENT][NEUTRAL] Yes, of course. The effective date, [PII].
[AGENT][NEUTRAL] Term date [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Now I was able to locate an active policy and that policy number when you're ready, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Um, yeah, I'm ready.
[AGENT][NEUTRAL] OK, it is 02496871 ML 8.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. May I know the effective date and the date for this policy?
[AGENT][NEUTRAL] Of course. Effective date shows [PII], and currently the policy shows active.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And bear with me, let me check for that date of service, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show date of service of [PII]. total charge is $345 on file, no claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No claim on file.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can understand with for that for for the policy ID which I gave, the patient is inactive for the data service and uh
[CUSTOMER][NEUTRAL] Policy ID which was you given to me, is the patient active for this, OK? I can understand. And there is no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And also [PII], you are able to check claim status by visiting our secure portal at [PII].
[AGENT][POSITIVE] Just wanna give you that information as well, of course.
[CUSTOMER][POSITIVE] Oh, thank you. I can.
[CUSTOMER][NEUTRAL] Uh, uh, OK. And one more thing, could you please
[CUSTOMER][NEUTRAL] Give me the, can you please give me the PID number?
[AGENT][NEUTRAL] Of course. Our payer ID number is 60801.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. And may I know the
[CUSTOMER][NEUTRAL] Um, mailing address to come with this claim.
[AGENT][NEUTRAL] Of course it is APL [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I got the correct address that's right. Mm, yeah. May I know the time of filing limit to some of this claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] There is no timely filing to submit a claim.
[CUSTOMER][NEUTRAL] No time of finding limit? OK.
[AGENT][NEUTRAL] Correct, and also you're able to submit claims on that website as well that's another option for you.
[CUSTOMER][NEUTRAL] Oh, OK. Let me check that information.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, [PII], and, um, yeah, sure. OK. Can I get the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we
[CUSTOMER][NEUTRAL] For the patient
[AGENT][NEUTRAL] We do not provide call reference numbers, but you can use my name and today's date. My last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Um, no, no, [PII]. This information is not for me today. And thank you for assisting me and have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a great week bye.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Thank you. Yeah. Bye-bye.