AccountId: 011433970860
ContactId: e0ce3c5a-ee8d-4a9c-a485-d76c7cef1c53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186509 ms
Total Talk Time (AGENT): 70695 ms
Total Talk Time (CUSTOMER): 129669 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e0ce3c5a-ee8d-4a9c-a485-d76c7cef1c53_20250219T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Exposicians to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, I can verify claims status for you and [PII], what is the policy number please? Sure. That is 02389382.
[AGENT][POSITIVE] OK. Thank you so much. Give me one moment, please.
[CUSTOMER][POSITIVE] OK, thank you so much, give me one moment please. Please take your time.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK, and do you have a callback number in case the call drops? Sure, it is [PII]. That's a direct line.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Thank you. And Miss [PII], verify the patient's name, date of birth. Uh, sure. The [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] OK, thank you so much and what was the date of service and amount of the charge? Uh, the service is [PII], and this is for, uh, just, uh, $155 even.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Thank you, ma'am. And do you have the balance after Primary Insurance has processed the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, this is the total charge of the claim.
[AGENT][NEUTRAL] OK, and you said the date of service was [PII], is that correct?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And you said the data service was [PII] at [PII], is that correct? Yes, that's correct.
[AGENT][NEUTRAL] OK, I do not show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] I sure we received the mailing address the claim was submitted to. Sure, that is [PII].
[AGENT][NEUTRAL] OK, that is correct. Uh, if you like, I can give you our fax number if you would like to fax the claim, or you can just remail it to that address you gave.
[CUSTOMER][NEUTRAL] OK, that is correct. Uh, if you like, I can give you the fax number if you would like to fax the claim, uh, email to that address that you gave. Uh, thank you so much and so what is the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Thank you. So what is the payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0801. Thank you and may I know the patient's policy effective on the termination date?
[AGENT][NEUTRAL] Effective date [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Effective date [PII] and the policy is active. Thank you. And what is the family filing limit?
[AGENT][NEUTRAL] Uh, there isn't one.
[CUSTOMER][NEUTRAL] Uh, there isn't one.
[CUSTOMER][NEUTRAL] Uh, one year.
[AGENT][NEUTRAL] We, there isn't one, we don't have a time limit to file.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Oh, OK, OK, now tell me for a moment. Thank you so much.
[CUSTOMER][NEUTRAL] And the call reference please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, you may use my name in today's date.
[CUSTOMER][POSITIVE] Uh, we don't give a reference number. My name is [PII]. Uh, yes, and thank you so much for your assistance. Have a great day and take care bye bye.
[AGENT][POSITIVE] Alright, you too, [PII], and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Alright, you too, [PII]. Thanks for calling CPL. Bye bye.