AccountId: 011433970860
ContactId: ebff72f6-bcae-4429-89f2-8146c115bbb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278760 ms
Total Talk Time (AGENT): 91406 ms
Total Talk Time (CUSTOMER): 84090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ebff72f6-bcae-4429-89f2-8146c115bbb0_20250620T16:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider office. I want to know uh claim status.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is your callback number? Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number of the patient is 02566525.
[AGENT][NEUTRAL] OK let me just repeat that to you [PII]. I have that as 02566525.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for that verification. And so again you're calling for claim status. I can assist you and also as a reminder you can check claims status by visiting our secure portal at [PII]. You'll also be able to obtain an EOB on the website as well.
[AGENT][NEUTRAL] What is that date of service and the total charge amount so I can assist?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the total charge amount is
[CUSTOMER][NEUTRAL] $153.64.
[AGENT][NEUTRAL] OK, so let me just repeat that. That was [PII]. Is that the correct date?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that was for $153.64. Is that correct?
[CUSTOMER][NEUTRAL] No, it's $153.83.
[AGENT][POSITIVE] 83 cents. Thank you. Thank you so much. And I do not show that we have that claim on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is no claim on file.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] But we have
[CUSTOMER][NEUTRAL] The claim address is PO Box 248,950.
[CUSTOMER][NEUTRAL] Mail address
[AGENT][NEUTRAL] It's 248,950. That is correct. [PII].
[CUSTOMER][NEUTRAL] Yes, can you hear your voice is breakable break breaking. OK. So it's [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. And TFL for the claim submission timely filing limit for the claim?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] And fax number for the claims submit.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] 877-365 and next.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] 942 [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name and today's date. My last in is [PII]. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank