AccountId: 011433970860
ContactId: e603520e-5a63-415f-9ca4-07e9faad26b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260839 ms
Total Talk Time (AGENT): 103029 ms
Total Talk Time (CUSTOMER): 137093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e603520e-5a63-415f-9ca4-07e9faad26b8_20250121T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from the provider's office. I'm checking for the claims.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim.
[CUSTOMER][NEUTRAL] Can you please help me to assist your lunch?
[AGENT][NEUTRAL] Of course I could check out a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I do, OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My good callback number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number. The policy number is going to be 02487948 M as Mike L as Lima 8.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh yeah. The member first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that with you. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The rate of service is [PII].
[CUSTOMER][NEUTRAL] The total charge amount is $459 even.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes. 1111 11.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12
[AGENT][NEUTRAL] 0, 12, sorry about that. OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I am not showing that we've received that claim I do.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Can you please verify the mailing address? The mailing address we submitted this claim.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah mailing address uh huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And the city is going to be OK. The ZIP code is [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Is it right?
[AGENT][NEUTRAL] That is correct. Um, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, sure. Uh, may I know what was the payer ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, thank you. And what was the fax number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] 423. Uh, thank you. Thank you so much. Uh yeah, if you don't mind, can you please spell your name for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I have one more claim for this number. Uh, uh, can you please
[AGENT][NEUTRAL] It's also for the same number?
[CUSTOMER][NEUTRAL] Yeah, it's also for the same number. Before that, uh, I have, I need to verify the effective date of this number. And what was the initial to your name, [PII]?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Last initial is [PII]
[AGENT][NEUTRAL] And this policy's effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I thank you from [PII].
[AGENT][NEUTRAL] [PII], yes, and I will tell you, my dear, we don't, we have not received any claims for this member. We have no claims on file for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Issue and what was the time frame to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] No I find make OK.
[CUSTOMER][NEUTRAL] Uh, thank you. And what was the call difference for this time?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial and today's date.
[CUSTOMER][NEUTRAL] OK, [PII]. Uh, and you said that there is no claims on file for this number. There is no claims, uh, we found for this number?
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] For other data services also?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, uh so.
[CUSTOMER][NEUTRAL] We need to resubmit the claim once again. The member is active for the date of service.
[CUSTOMER][NEUTRAL] There is no time filing limit. And the call reference number, call reference should be your name on the tourist date.
[AGENT][NEUTRAL] Right, my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Yes, yes. Thank you. Thank you, [PII]. Good to speak with you. Have a nice day.
[AGENT][POSITIVE] Of course, yeah, you too, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Have a safe day bye bye.
[AGENT][NEUTRAL] You too bye bye.