AccountId: 011433970860
ContactId: fad175c8-1552-427c-bc6d-556a4bc8ae7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198279 ms
Total Talk Time (AGENT): 85622 ms
Total Talk Time (CUSTOMER): 65618 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/fad175c8-1552-427c-bc6d-556a4bc8ae7c_20250211T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I'll talked to one of my providers, and they said they submitted a bill to you in last September, and they haven't got paid on it and don't have the status. Well told me you might be able to give me an update.
[AGENT][NEUTRAL] Yes, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Disco games
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and thank you, Ms. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Um, 02455103.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you might have an old email but my current email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I have an old work email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct. Thank you so much. I appreciate you verifying that for me.
[AGENT][NEUTRAL] OK, let me take a look, um, and you're saying what they did the providers say they sent in the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] of last year.
[AGENT][NEUTRAL] I don't see a claim that was sent in in the month of September at all for the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If they send it and you haven't received it, what is your best suggestion?
[AGENT][NEUTRAL] Uh, because there's not a timely filing limit as long as your, your policy was active on the date of service, there's no timely filing limit. So if you can get them to resubmit the claim, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they need to resubmit it.
[AGENT][NEUTRAL] And let me give you um I'm I'm gonna give you a payer ID number that way they can do it electronically it's 60801.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm, bye-bye.