AccountId: 011433970860
ContactId: d42d158a-fee0-4f7c-9d83-fa2c96de82bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487609 ms
Total Talk Time (AGENT): 121969 ms
Total Talk Time (CUSTOMER): 103825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/d42d158a-fee0-4f7c-9d83-fa2c96de82bc_20250612T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from office to Chiam service. How are you doing today?
[AGENT][POSITIVE] I'm good. I can help you with claim status, [PII]. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 315
[CUSTOMER][NEUTRAL] Yes, it is 02243158.
[AGENT][NEUTRAL] 202-243-158, correct?
[CUSTOMER][POSITIVE] Yes, you're right. You're right.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yup, uh, patient's name is [PII] and the date of birth [PII].
[AGENT][POSITIVE] Good thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] The data service I do have, I don't have a claim number. It is February 29, 2024. total bill amount $2,669 even.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] said
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And this was for dental, correct?
[CUSTOMER][POSITIVE] Yes, you're right, you're right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one moment while I look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take your time, please, never rush.
[AGENT][NEUTRAL] And what was the provider's name?
[CUSTOMER][NEUTRAL] my mother's name.
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] The provider's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am showing that claim for a date of service, but what did you say the total bill amount was?
[CUSTOMER][NEUTRAL] $2,669 even.
[AGENT][NEUTRAL] OK I'm not seeing one for that build amount, so give me just one moment, let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 229-2024.
[CUSTOMER][NEUTRAL] The bill amount is $2,669 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if there's another claim on here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm not showing one for that billed amount um.
[CUSTOMER][NEGATIVE] I'm not one for that building at all.
[AGENT][NEUTRAL] Do you need our fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I don't need a fax number. I didn't understand. There is no claim on file, right?
[AGENT][NEUTRAL] No, not for the billed amount of $2,669.
[CUSTOMER][NEUTRAL] OK. So may I know the bill amount from your end?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The bill amount I have is going to be, let me see here.
[AGENT][NEUTRAL] $2,124.
[CUSTOMER][NEUTRAL] 2001
[CUSTOMER][NEUTRAL] No, no. As per my test.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That is uh $2,669 even for [PII], the date of service.
[AGENT][NEUTRAL] Right, and so I'm not showing that.
[AGENT][NEUTRAL] That claim on here.
[CUSTOMER][NEUTRAL] So no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please verify the policy was active at the time of data service?
[AGENT][NEUTRAL] The policy was active during that time, yes.
[CUSTOMER][NEUTRAL] OK. And could you please verify the mailing address and payer ID for me?
[AGENT][NEUTRAL] Sure, um, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8950.
[AGENT][NEUTRAL] And our payer ID is 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] OK. And the timely filing limit, please?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] So we can resubmit the claim, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] And could you please spell your name for my document purpose?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII] and the
[CUSTOMER][NEUTRAL] Call reference number for this client.
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your time and assistance. Have a great day. Take care. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.