AccountId: 011433970860
ContactId: e4d64059-933a-407e-b807-91ef97b10596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161380 ms
Total Talk Time (AGENT): 53512 ms
Total Talk Time (CUSTOMER): 50453 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e4d64059-933a-407e-b807-91ef97b10596_20250206T20:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office, checking up on a claim status.
[AGENT][POSITIVE] OK, [PII], I'm happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] That is 020949.
[CUSTOMER][NEUTRAL] 63 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] All right. Thank you. One moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], sorry. And the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the date of service?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] $16,046 and even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. May I know the fax number to build the claim along with the primary UB?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] And what is the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] And can you also verify me whether I was active for data service or not?
[AGENT][NEUTRAL] Uh yes, member was active. The effective date is [PII]. Member is still active.
[CUSTOMER][NEUTRAL] OK. Do you have any call reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you and have a nice day. Bye.
[AGENT][NEUTRAL] You too bye bye.