AccountId: 011433970860
ContactId: fad5a5c4-15ff-4761-bc78-e43e5af5c49c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273309 ms
Total Talk Time (AGENT): 119092 ms
Total Talk Time (CUSTOMER): 92848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/fad5a5c4-15ff-4761-bc78-e43e5af5c49c_20250514T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] A very good afternoon. My name is [PII]. I need to check payment status.
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] it's a direct line number.
[AGENT][NEUTRAL] Thank you. What is your policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, just a moment, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Uh, policy number that is uh 23.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 800.
[AGENT][NEUTRAL] OK, let me repeat that to you, [PII]. I have that as 2,321,800.
[CUSTOMER][NEUTRAL] No, no. Uh 23.
[CUSTOMER][NEUTRAL] 31,800.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 2,321,800.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, 2331.
[AGENT][NEUTRAL] Is it OK? I'm sorry if you can repeat that.
[CUSTOMER][NEUTRAL] I'm telling the truth.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 31,800.
[AGENT][NEUTRAL] OK, 2331.
[CUSTOMER][NEUTRAL] Unless
[CUSTOMER][POSITIVE] Yes, yes, yes, correct.
[AGENT][POSITIVE] OK, thank you, thank you one moment.
[CUSTOMER][POSITIVE] Now it is correct.
[CUSTOMER][POSITIVE] Well thank you, welcome, ma'am.
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient name is uh
[CUSTOMER][NEUTRAL] [PII] and the date of birth is uh [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you very much for the verification process. I have that number pulled up and again you're calling for claim status. I can assist you with this, [PII]. What is the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] Uh, yes, uh date of service that is [PII].
[CUSTOMER][NEUTRAL] And the total charge amount that is for $4,526 even.
[AGENT][POSITIVE] OK, thank you very much one moment please.
[AGENT][NEUTRAL] And also, excuse me, [PII], you're able to check claim status by visiting our secure portal at [PII]. You'll be also able to obtain you'll be for your records if you need one as well. Give me one moment please to check for that claim. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a man.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Was this a facility charge or a professional fee, please?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Outpatient hospital claim.
[AGENT][NEUTRAL] Hospital claim, OK, thank you.
[AGENT][NEUTRAL] I do not show a claim for a facility for date of service of [PII] $4,526 even. I did not show that on our records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you so much. Can you please confirm your policy expect date and term date?
[AGENT][POSITIVE] I certainly can give me one moment please, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the policy was effective as of [PII].
[AGENT][NEUTRAL] And the policy termed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you so much. Can you please confirm me uh claim mailing address for, uh, the summer of the claim?
[AGENT][NEUTRAL] Of course, it is APL claims [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, can you please confirm me, uh, timely final limit for, uh, this some the claim.
[AGENT][NEUTRAL] There is no timeline filing limit to submit a claim.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, thank you so much. So, uh, please confirm your call reference number.
[AGENT][NEUTRAL] OK, and we also do not provide call reference numbers. Uh, [PII], you can use my name [PII] last initial [PII], and today's date. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, sir. Thank you so much. Thank you, ma'am. Bye for not happy.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day, [PII]. bye.
[CUSTOMER][POSITIVE] Have a good day.