AccountId: 011433970860
ContactId: f3b5e059-ca08-4974-bb96-b1c9afa7e545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275260 ms
Total Talk Time (AGENT): 60278 ms
Total Talk Time (CUSTOMER): 105909 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f3b5e059-ca08-4974-bb96-b1c9afa7e545_20250514T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. May I have your name please, [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And what are the last initials [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII], my name is [PII], and the last initial to my name is [PII] and uh actually I had called regarding claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure. It's gonna be 01975791.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the last name is [PII]. And the date of birth gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] Um, data service and bill charges. It's gonna be data services [PII] and the bill amount of time providing the bill amount details. Please wait.
[CUSTOMER][NEUTRAL] Yeah, the bill amount is $572 even.
[AGENT][NEUTRAL] No, I don't show that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Could you please tell me once more?
[AGENT][NEUTRAL] I don't have the claim on file.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] We have not received it. Can you resubmit the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Please tell me the mailing address.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Please repeat once [PII] after that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And what was the time if I need to submit a new claim?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] No time for the limit, but why?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] You mean to say that we can submit it.
[CUSTOMER][NEUTRAL] Whenever we need, right?
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK. And uh please let me know the
[CUSTOMER][NEUTRAL] Payer ID
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. And what are the policy effective for that member?
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] What are the policy.
[CUSTOMER][NEUTRAL] 121, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what are the policy term date?
[AGENT][NEUTRAL] It's active.
[AGENT][NEGATIVE] No terminate.
[CUSTOMER][NEUTRAL] OK. OK, I understand.
[CUSTOMER][NEUTRAL] And uh please also let me know about that uh what was the, OK, you can include this one and please tell me the reference number.
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] And today's date?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], please wait. I'm checking once more.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, you need to check on another claim, is that right?
[CUSTOMER][NEUTRAL] Please wait. Please wait. I'm checking on so.
[CUSTOMER][POSITIVE] OK, you can close this one. OK. Thank you so much. Take care and bye-bye. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL YouTube.