AccountId: 011433970860
ContactId: f1a89ed5-3548-407e-8664-2ae9888b9a87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302910 ms
Total Talk Time (AGENT): 98837 ms
Total Talk Time (CUSTOMER): 105606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f1a89ed5-3548-407e-8664-2ae9888b9a87_20250409T12:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. [PII] calling from Medical University Hospital Authority checking on our campus.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status and your name is [PII] as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] is the deadline.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah. The number, policy number is 02372298.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the um date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] [PII] amount is 100 and.
[CUSTOMER][NEUTRAL] Uh, $34 even.
[AGENT][NEGATIVE] OK, can you repeat the, can you repeat the data service and the total bill, the phone is breaking up.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]. The amount is $134 even.
[AGENT][NEUTRAL] OK, and now you're saying [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so there's no claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. For documentation purpose, we already uh we submit the claim on [PII] through electronically. Let me verify the uh payer ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 42011.
[AGENT][NEUTRAL] No, hold on one moment, let me get it for you.
[AGENT][NEUTRAL] Hold on one moment. I just wanna open up another window so I don't mess up these notes. Hold on one second. So our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, let me verify the mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], which is correct.
[AGENT][NEGATIVE] Not for this policy. Um, no, not for this one. So the [PII] for this policy is [PII].
[CUSTOMER][NEGATIVE] Not for the top
[CUSTOMER][NEUTRAL] 54 8.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ma patient policy effective on termination date.
[AGENT][NEUTRAL] So the policy is still active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A timely filing limit to submit the claim.
[AGENT][NEGATIVE] Then there's no timely filing as long as the policy was active on the data service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, can I get the call reference number?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] That's it, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, thank you so much. Have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] Thank you you also and thanks for calling APL bye bye.