AccountId: 011433970860
ContactId: e9d023e6-f293-42a4-8d44-6bf07f159974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206539 ms
Total Talk Time (AGENT): 52734 ms
Total Talk Time (CUSTOMER): 61698 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/2025/05/23/e9d023e6-f293-42a4-8d44-6bf07f159974_20250523T14:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need the claim information. Can you verify that?
[AGENT][POSITIVE] Yes, I can help with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and the last name is [PII]. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[AGENT][NEUTRAL] OK, do you have the policy number for the patient's name?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 1066574
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the bill amount is $322 even.
[AGENT][NEUTRAL] OK, did you say 826, 2024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, don't show that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Yeah, we submitted it on uh uh [PII], but you do not see claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the TFL to submit the claim?
[AGENT][NEGATIVE] Uh there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know, we can send, may I know the mailing address or payer ID?
[AGENT][NEUTRAL] Your ID is 60801.
[AGENT][NEUTRAL] And our mailing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] May I know the patient effective dates?
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Currently active?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, thank you for that.
[CUSTOMER][NEUTRAL] Yeah. Uh and uh
[CUSTOMER][POSITIVE] Yeah, I got the information. Thank you for assisting.
[CUSTOMER][NEUTRAL] Can I get the call number?
[AGENT][NEUTRAL] A call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye. Bye.