AccountId: 011433970860
ContactId: f97c1d7b-be43-49d9-a728-61352ca4fd84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151910 ms
Total Talk Time (AGENT): 44197 ms
Total Talk Time (CUSTOMER): 67526 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f97c1d7b-be43-49d9-a728-61352ca4fd84_20250606T18:52_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from AU Medical Center to check for a claim. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] The policy number is 01636020.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] So the date of services of [PII] for $1,084.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show a claim on file for that date.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing limit to build the claim?
[AGENT][NEUTRAL] Uh, there's no timely filing limit. You can file anytime.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID to build the claim?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And also may I know the effective coverage dates of this member?
[AGENT][NEUTRAL] The effective date is [PII], and the plan is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for providing that information. Can I get the call reference number for call?
[AGENT][NEUTRAL] A call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Uh, yeah, that's it for today from my end. You take care. Bye bye.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.