AccountId: 011433970860
ContactId: eb36e9fd-2114-4aae-92c4-682cfb22a122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364619 ms
Total Talk Time (AGENT): 125382 ms
Total Talk Time (CUSTOMER): 91493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/eb36e9fd-2114-4aae-92c4-682cfb22a122_20250304T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02584352
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] right. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the total charge is $558 even.
[AGENT][NEUTRAL] That was [PII] for 5:58.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find this claim for future. You can check claim status online through our website at [PII], and that's just optional. And we have not received any claims for this member as of today. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yes, so you don't have any claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can you confirm this member's policy effective as well as the termination date then?
[AGENT][NEUTRAL] Sure. Effective date, [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] And can you also verify your pay ID or mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] 8950.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, and what will be the timely funding limit to submit this claim?
[AGENT][NEUTRAL] We don't have time many final limits.
[CUSTOMER][NEUTRAL] OK, sure. I do have one more claim. Can you check that one as well?
[AGENT][NEUTRAL] Is it a different member or the same member?
[CUSTOMER][NEUTRAL] Different number.
[AGENT][NEUTRAL] Bear with me. I'll have to make a note of this one.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Sure, 022.
[CUSTOMER][NEUTRAL] 03911.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And his name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the total charge $4,0029 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no claims on file for that date of service.
[CUSTOMER][NEUTRAL] Can you give me this member's policy effective as well as the term to then?
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And let's see, OK, so this one is terminate. Let me see if I have a new one on this one because it's been terminated since last year. One moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] No, we don't have another one. It terminated on [PII].
[CUSTOMER][NEUTRAL] So, ma'am, I don't have any active policy for the data service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, sure, no problem. Can you give me a call reference number? I don't have any further claims for you.
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, can you verify your name one more time, please?
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Sure. Thank you so much for your assistance. Have a nice day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Have a good day, Mister [PII].