AccountId: 011433970860
ContactId: d5bc3662-4fbc-47b0-93a3-491ea192897c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239130 ms
Total Talk Time (AGENT): 86301 ms
Total Talk Time (CUSTOMER): 73206 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d5bc3662-4fbc-47b0-93a3-491ea192897c_20250522T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, uh, my name is [PII]. I'm calling for [PII] to check on a claim status today.
[AGENT][NEUTRAL] Sure, right, I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is uh 021 562.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's uh it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do have the date of service, not the claim number. The date of service is uh [PII], and uh the bill amount on the claim is 4,092 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment while I search for that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I'm not showing any claims for that data service.
[CUSTOMER][NEUTRAL] OK, can you tell me if the member was active on the date of service?
[AGENT][NEUTRAL] Yes, I'm showing that this policy is active with an effective date of [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, so, uh, just one moment, I think I'll have to verify the PRID then, uh, just give me a moment, uh, so do you accept claims electronically or only through paper?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We accept them electronically as well. Um, you can go to [PII].
[CUSTOMER][NEUTRAL] Alright, uh, can I get your PR ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, am I still in timely filing, uh, to go ahead and resubmit the claim since you have done, do not have the claim on file?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, and we don't have timely filing. You can submit the claim as long as the the policy was active during the date of service.
[CUSTOMER][NEUTRAL] OK, what will be the billing address?
[AGENT][NEUTRAL] So address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright thank you I'll do your call reference.
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial, so [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright, perfect, thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that'll be all for today. Thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][NEUTRAL] Alright, bye.