AccountId: 011433970860
ContactId: e67513d3-f26a-40fe-8cb4-6fd6f5a470c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161360 ms
Total Talk Time (AGENT): 53682 ms
Total Talk Time (CUSTOMER): 67679 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e67513d3-f26a-40fe-8cb4-6fd6f5a470c4_20250603T17:37_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm just calling regarding uh claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Sure. Uh, callback number [PII], uh direct line.
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits at claim status for?
[CUSTOMER][NEUTRAL] All right. Uh, so the policy number is 948876.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, sir. Uh, patient name is uh [PII]. Date of birth on [PII].
[CUSTOMER][NEUTRAL] And uh you mentioned the data services on [PII].
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] There's no claim on file for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, uh, can you check uh whether the patient is active for the date of service?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] and um can I get the mailing address to submit claims.
[AGENT][NEUTRAL] The mailing address will be addressed to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] and the payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, uh, OK, thank you so much for this information. Do you know the timely filing limit to submit claims?
[AGENT][NEGATIVE] There's no timely foul.
[CUSTOMER][NEUTRAL] OK, yeah, that's all for today. I can take the reference number if you have one.
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference. It's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, A as in Alpha, and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's all for today.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye, [PII].
[CUSTOMER][NEUTRAL] Bye.