AccountId: 011433970860
ContactId: eb9026d7-f5f8-4a95-a6e3-c84044aedcc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406630 ms
Total Talk Time (AGENT): 129636 ms
Total Talk Time (CUSTOMER): 106540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/eb9026d7-f5f8-4a95-a6e3-c84044aedcc0_20250320T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from Proton office to check on the client data.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 237-0301
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] Dating is [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] With the amount of
[CUSTOMER][NEUTRAL] $5,325 even.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] $844.05.
[AGENT][NEUTRAL] And I apologize, um, the what was the previous bill amount before the 84405 it was 5000.
[CUSTOMER][NEUTRAL] $325 5325.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing any claims on file for either of those amounts for that date of service.
[CUSTOMER][NEUTRAL] OK. And may I know the policy's effective date and the date?
[AGENT][NEUTRAL] Uh, yes, it looks like the effective date on the policy is [PII].
[AGENT][NEUTRAL] [PII], patient is still active.
[CUSTOMER][NEUTRAL] And we also know the payer ID to submit the client. No.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And do you accept paper plans?
[AGENT][NEUTRAL] We do accept paper claims.
[CUSTOMER][NEUTRAL] May I know the mail address?
[AGENT][NEUTRAL] Mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, got it. And may I also know the time to submit the car.
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I have 2 more clients with me. The next client is for the same patient.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] It's $515 even.
[AGENT][NEUTRAL] OK, no claims on file for $62724 for $515.
[CUSTOMER][NEUTRAL] No on
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And shall I move to the next plan?
[AGENT][NEUTRAL] Uh-huh, go ahead. What's the next data service?
[CUSTOMER][NEUTRAL] Uh, it's actually for a different member.
[AGENT][NEUTRAL] Oh, OK, give me just one moment, let me notate this one and then we can check the next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the next member's policy, please?
[CUSTOMER][NEUTRAL] what's the
[CUSTOMER][NEUTRAL] The policy number is 01841151.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And then data service?
[CUSTOMER][NEUTRAL] The, the service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK. Yeah, I'm not showing any claims on file for that date.
[CUSTOMER][NEUTRAL] OK. And may I know the policy date and the date?
[AGENT][NEUTRAL] Effective date on the policy is going to be [PII].
[AGENT][NEUTRAL] No termination date, patient is still active.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And the mail address will be the same as the previous one, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. May I get the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initials and today's date. My name again is [PII], that's spelled [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for asking, [PII], and have a wonderful day.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][NEUTRAL] Yeah. Bye.
[AGENT][NEUTRAL] Bye bye.