AccountId: 011433970860
ContactId: e63ed7e3-dfc5-427f-8ac6-d9f18d899246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191389 ms
Total Talk Time (AGENT): 60411 ms
Total Talk Time (CUSTOMER): 92399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e63ed7e3-dfc5-427f-8ac6-d9f18d899246_20250312T13:58_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], initially [PII] calling for Christa's mother, Frances Hospital Taylor, looking for claim status.
[AGENT][NEUTRAL] Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01648523.
[AGENT][NEUTRAL] And I get callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], it's a direct line?
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, and the patient name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII] and you said you're checking status of a claim?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] And the date of date of service in charge?
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $392 even.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] It's 9300536415.
[CUSTOMER][NEUTRAL] 188
[AGENT][NEUTRAL] OK, I'm not showing that claim received for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the member's policy effective termination date?
[AGENT][NEUTRAL] Policy effective date is [PII] currently active at this time?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, the secondary, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. May I know the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Is there any pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK. May I know the timely following limit?
[AGENT][NEGATIVE] To submit a claim, there's no timely.
[CUSTOMER][NEUTRAL] No time. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] May I get the call reference number? No, nothing. Thank you.
[AGENT][NEUTRAL] Mhm. You'll use, you'll use my name in today's state as your reference. It's [PII], you can also check status online at [PII]. And did you have any other questions today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, nothing. Thank you.
[AGENT][POSITIVE] Alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK, bye. Thank you.