AccountId: 011433970860
ContactId: e02d177a-11b3-49b1-bee7-2496f7a29eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283910 ms
Total Talk Time (AGENT): 83105 ms
Total Talk Time (CUSTOMER): 89698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e02d177a-11b3-49b1-bee7-2496f7a29eac_20250519T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII], looking for the claim status. Could you please help me out?
[AGENT][POSITIVE] Sure I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you repeat the last 4? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And the policy number?
[CUSTOMER][NEUTRAL] And the policy number is 023.
[CUSTOMER][NEUTRAL] 23237.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. And the patient name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have a claim number or the date of service?
[CUSTOMER][NEUTRAL] I do have the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of service is on [PII] for the amount to $80 even.
[AGENT][NEUTRAL] What was the claim number?
[CUSTOMER][NEUTRAL] I do not have the clear number, sir.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm, it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] November [PII], 2024 for the amount is $680 even.
[AGENT][NEUTRAL] OK. Repeat the date one more time.
[CUSTOMER][NEUTRAL] Ma, it's on [PII] for the amount, $680.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have [PII]. I'm not showing a claim for that day.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] OK. Could you please confirm me that the policy is active on the date of service?
[AGENT][NEUTRAL] It looks like this policy is no longer active. It was effective [PII].
[AGENT][NEUTRAL] The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] But on the rate of service, the policy is active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, and can you confirm me the payer ID?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] And you, could you please provide me the fax number?
[AGENT][NEUTRAL] I sure can. It's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the time finding limit to submit the claim?
[AGENT][NEGATIVE] We do not have a timely filing.
[AGENT][NEUTRAL] Limit
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have not received the claim. You can provide me the reference number for this call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hey, we don't have reference numbers. You can use my name and last initial, so [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a nice day.
[AGENT][POSITIVE] You have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.