AccountId: 011433970860
ContactId: da526313-0f60-420e-a170-08cfabc2af18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374690 ms
Total Talk Time (AGENT): 89065 ms
Total Talk Time (CUSTOMER): 91475 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/da526313-0f60-420e-a170-08cfabc2af18_20250623T20:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the Health Regional Healthcare, and I just want to know the claim status, please.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. Can you spell your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The extension number [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, I do not have any patient personal number. I just have the member ID.
[AGENT][NEUTRAL] Yeah, it's the same thing. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 41268.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the, uh, patient name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, data services 224-2025.
[CUSTOMER][NEUTRAL] And the bill amount is, uh,
[CUSTOMER][NEUTRAL] $1370.60.
[AGENT][NEUTRAL] OK, that was 1300, 1300.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] $70.60 and that was data of service [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and for future you can check claim status online through our website at [PII] and that's just optional and let me see if I can find your claim. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, I don't see a claim for $1370.60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, can you tell me the, uh, timely filing of the, uh, submitting the claim?
[AGENT][NEUTRAL] The timely filing limits it that we don't have one.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] We don't have timely filing limit.
[CUSTOMER][NEUTRAL] OK. So we can, uh, so we can uh claim and, uh, repossess the claim anytime. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so can you tell me the call reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][NEUTRAL] Uh, so you are don't, you don't have any call reference number, right?
[AGENT][NEUTRAL] No, we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK. Can you tell me your spell me your name, please?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] It's great. Anything else I may help you with today?
[CUSTOMER][NEUTRAL] can, yeah, can, can you tell me, uh, tell me the received date and denied date of the claim?
[CUSTOMER][NEUTRAL] Oh sorry, it's uh actually not on the file. Uh yeah.
[AGENT][NEUTRAL] We have not received the claim. Yeah, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So thank you so much for the information.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] After soon bye bye.
[AGENT][NEUTRAL] Mm.