AccountId: 011433970860
ContactId: da49ba60-5623-4bb0-99a5-83dc26ad7681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274190 ms
Total Talk Time (AGENT): 68611 ms
Total Talk Time (CUSTOMER): 72513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/da49ba60-5623-4bb0-99a5-83dc26ad7681_20250428T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] speaking on behalf of Trenton Medical Center. Can you please provide me claims update?
[AGENT][POSITIVE] I'm happy to check on a claim for you. What's the policy number?
[CUSTOMER][NEUTRAL] 02433298 ML 8.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name spelled as [PII] Last name spelled as [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And what's the date of service?
[CUSTOMER][NEUTRAL] Data service [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] For the date of service [PII] there is no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, uh, can we cross-check the insured ID number?
[AGENT][NEUTRAL] Insurance number 02433298.
[CUSTOMER][NEUTRAL] ML 8 at the last three digits.
[AGENT][NEUTRAL] Yes, there's no claims on file.
[CUSTOMER][NEUTRAL] Uh no claim on file, OK.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the effective and terminate for the patient?
[AGENT][NEUTRAL] Effective date is [PII], termination date [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] is the termination date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, OK. The claim is not on 5 on it. Uh, can you provide me the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] No DFL
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] No DFL.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh, can you wait for a minute, ma'am, please?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the
[CUSTOMER][POSITIVE] Perfectly mailing address.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Can you spell it, please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What will be the call reference number?
[AGENT][NEUTRAL] That would be my name with my last initial and today's date.
[CUSTOMER][NEUTRAL] Your good name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, ma'am and have a nice day.
[AGENT][NEUTRAL] You too.