AccountId: 011433970860
ContactId: e763a6a0-1432-4ca5-8997-3550ae1c286d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609799 ms
Total Talk Time (AGENT): 145147 ms
Total Talk Time (CUSTOMER): 220997 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/e763a6a0-1432-4ca5-8997-3550ae1c286d_20250508T18:41_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]. This is [PII] calling from provider offer to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah. The policy number is 02216355 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then do you have that date of birth?
[CUSTOMER][NEUTRAL] Oh yeah, it's April, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for verifying all of that. uh, what was the date of service for this claim?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, one moment. Yeah, the date also is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] OK and then what was that bill amount please?
[CUSTOMER][NEUTRAL] A total bill amount, $1,307 even, sorry, it's 1037.
[AGENT][NEUTRAL] Oh, OK, 1037 all right thank you one moment please.
[CUSTOMER][NEGATIVE] The case is closed on [PII] before the date of service.
[AGENT][NEUTRAL] OK, I'm so sorry, going to confirm one more time that was 928 of $24 for $1,037 is that correct?
[CUSTOMER][NEUTRAL] So we are sending all the games.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Yes. Yes, correct.
[AGENT][NEUTRAL] OK, so, um, we have not received uh that claim.
[CUSTOMER][NEGATIVE] Oh, you did not receive a claim.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, oh, so you are unable to pull the claim, right?
[AGENT][NEUTRAL] Right, we did not receive this claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, you did not receive the claim. But previous, actually, we have submitted the claim as [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't have any claims for that date of service for this amount, so it does not look like that has been received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do have a uh mailing address fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, could you please provide me the payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, could you please give, uh, provide me the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. Uh, may I know the timely limit for this claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, may I know the member's effective?
[CUSTOMER][NEUTRAL] D
[AGENT][NEUTRAL] Yes, uh, effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, may I know your first name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I have another one more claim. Could you please suggest me for that.
[AGENT][NEUTRAL] Is this for the same member?
[CUSTOMER][NEUTRAL] Oh, it's different member.
[AGENT][NEUTRAL] OK, if you'll give me one moment, I'll let you know when I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] in the
[CUSTOMER][NEUTRAL] That's if I take.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] OK, I appreciate your patience. Uh, you can go ahead with that next policy number.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Yeah, 02216355. Mary Lima number 8.
[CUSTOMER][NEUTRAL] Very.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, one moment.
[AGENT][NEUTRAL] Oh, that was the same.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah. Sorry.
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Actually, um, this also same member, yeah, same number.
[AGENT][NEUTRAL] Oh, OK, there was another claim.
[CUSTOMER][NEUTRAL] So the same scenario, right?
[AGENT][NEUTRAL] OK, uh, it was for the same member um what was the date of service for this one?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, the date of, mm, uh, [PII].
[AGENT][NEUTRAL] This there was a second one on that same date of service?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, uh, and then that bill out please.
[CUSTOMER][NEUTRAL] $783 even.
[AGENT][NEUTRAL] 783.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we have not received that one either.
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] Oh, we have not received that claim either.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK. Uh, the payer ID and the mailing address and everything is the same as previous, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Thank you so much. Uh may I know your call reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my last initial is [PII]
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][NEUTRAL] No, uh [PII] Alpha Romeo Alpha last [PII] is [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much and thank you for assisting me. Hope you have a great day.
[AGENT][POSITIVE] Of course, thanks for calling ATL. You too bye bye.
[CUSTOMER][NEUTRAL] Bye.