AccountId: 011433970860
ContactId: d8dd81ef-5c82-42ab-8330-d9d56f49f44e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362779 ms
Total Talk Time (AGENT): 114296 ms
Total Talk Time (CUSTOMER): 63684 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d8dd81ef-5c82-42ab-8330-d9d56f49f44e_20250428T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII]. So I'm looking for a claim status.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, 024.
[CUSTOMER][NEUTRAL] 86627
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII], sorry, uh, [PII].
[AGENT][NEUTRAL] OK, perfect. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have a data service and a charge amount?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Bill amount to $41.
[AGENT][NEUTRAL] What was the charge amount again?
[CUSTOMER][NEUTRAL] 241
[AGENT][NEUTRAL] 241. OK.
[AGENT][NEUTRAL] OK, just one moment while I look up this claim.
[AGENT][NEUTRAL] OK, so it looks like the received date for this claim was [PII].
[AGENT][NEUTRAL] And the process date is [PII].
[AGENT][NEUTRAL] And then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so it looks like for this policy, office visits are not covered.
[CUSTOMER][NEUTRAL] What kind of policy it is?
[AGENT][NEUTRAL] This is a meddling policy.
[AGENT][NEUTRAL] That's M E, yes, sir. It's M E D L I N K.
[CUSTOMER][NEUTRAL] Medley policy.
[CUSTOMER][NEUTRAL] Netlink. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright. Is there anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Claim number, please.
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 9912.
[CUSTOMER][NEUTRAL] A mailing address, please?
[AGENT][NEUTRAL] Alright, that will be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Oh, OK.
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a fax number?
[AGENT][NEUTRAL] Yes, we have a fax number. It is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much and.
[AGENT][POSITIVE] You're Welcome.
[CUSTOMER][POSITIVE] Timely filing to resubmitting to.
[AGENT][NEUTRAL] There is no filing limit to submit a claim.
[CUSTOMER][POSITIVE] Thank you, yeah, I've got the information I'm looking for.
[CUSTOMER][NEUTRAL] Call reference number, please.
[AGENT][NEUTRAL] What number did you like, would you like?
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Yes, so the call reference number will be my first name. It's [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I got the information. Thanks for asking me. Take care.
[AGENT][POSITIVE] Yes, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] OK, bye.