AccountId: 011433970860
ContactId: e8bbf098-f7e9-4664-bde3-f3e383660211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177860 ms
Total Talk Time (AGENT): 50847 ms
Total Talk Time (CUSTOMER): 65646 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e8bbf098-f7e9-4664-bde3-f3e383660211_20250307T14:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APU.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status. Can you please help me with that?
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, that's right. Yeah, sure. It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is it.
[CUSTOMER][NEUTRAL] 022604887
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] It's for [PII] for the bill amount, $277 even.
[AGENT][NEUTRAL] You said 1125, 24?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] There's no claim on file.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh, OK. Can I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Got it. Can you please let me know the timely filing limit to some of the claim?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] Got it. Can I get the members effective on term day?
[AGENT][NEUTRAL] The effective date is [PII]. There is no term date active.
[CUSTOMER][POSITIVE] Got it. Thanks for, yeah, thank you so much for the information. Can I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Got it. Thank you so much for the information that you provided for me. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well. Bye-bye.