AccountId: 011433970860
ContactId: ebb254e0-4a1c-4975-b622-8c493df30f7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251259 ms
Total Talk Time (AGENT): 80729 ms
Total Talk Time (CUSTOMER): 95458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/ebb254e0-4a1c-4975-b622-8c493df30f7b_20250522T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from products office regarding claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. You can reach me directly?
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It's a policy number.
[CUSTOMER][NEUTRAL] 02123559
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name, [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] date of service
[CUSTOMER][NEUTRAL] We go with the date of service, date of services.
[CUSTOMER][NEUTRAL] And then those songs
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that is [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And the total charge $6661 661.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] This claim was submitted through fax on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] OK, I'm not showing a claim for that day of service.
[CUSTOMER][NEUTRAL] OK, reality 2 times fax, uh, can you verify the fax number that is [PII]. That's right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] We already submitted this claim on uh twice. One is on.
[CUSTOMER][NEUTRAL] sorry, [PII]. After that, we have submitted on [PII].
[AGENT][NEUTRAL] OK, and what was the question?
[CUSTOMER][NEGATIVE] Yes, we have uh submitted 2 times, but still it was not received.
[CUSTOMER][NEUTRAL] Is there any option to alternate option to submit a claim?
[AGENT][NEUTRAL] You can submit it through an online portal account at [PII].
[AGENT][NEUTRAL] Or you can mail it to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much. What's the timely filing to submit?
[AGENT][NEUTRAL] Is there anything else?
[AGENT][NEGATIVE] We don't have timely filing.
[CUSTOMER][NEUTRAL] OK. Could you spell your name?
[AGENT][NEUTRAL] Um [PII], and then for a call reference, you can use my name and last initial in today's date.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much. Have a nice day take care bye bye.
[AGENT][POSITIVE] Thank you and have a nice day. Thank you for calling APL.
[AGENT][POSITIVE] Good check.