AccountId: 011433970860
ContactId: ff045048-d644-4230-8cb4-d1a1d3fe6f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254559 ms
Total Talk Time (AGENT): 94203 ms
Total Talk Time (CUSTOMER): 92938 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ff045048-d644-4230-8cb4-d1a1d3fe6f2d_20250205T20:13_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hello. This is [PII] calling from the product office to check on claim status. Could you please spell your name for me?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected and the name of the location you're calling from?
[CUSTOMER][NEUTRAL] Yeah, [PII]. No, sir. It's a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is the name, where are you calling from?
[CUSTOMER][NEUTRAL] Yeah, Medical University of South Carolina.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] MESC Community physicians.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, my patient's policy number is 02439237.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII]. Total charge of $368 even.
[AGENT][NEUTRAL] OK. [PII] for 368.
[CUSTOMER][NEUTRAL] 360, sorry, [PII], right.
[AGENT][NEUTRAL] OK, alright, and for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Now let's see, um, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need
[AGENT][NEUTRAL] I don't have a claim for [PII] for this number.
[CUSTOMER][NEUTRAL] I don't have a claim for [PII] for this number. OK, may the patient effective date and termination date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And effective date of [PII].
[CUSTOMER][NEUTRAL] It is active.
[CUSTOMER][NEUTRAL] And I claim mailing address.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] The box.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Code is 73.
[CUSTOMER][NEUTRAL] 8950. And is the pay ID?
[AGENT][NEUTRAL] OK, the payer ID is 60801. Now, this claim needs to be either faxed or mailed because we need the primary explanation of benefits attached to it.
[CUSTOMER][NEUTRAL] The Payer ID is 0801.
[CUSTOMER][NEUTRAL] OK. May I know the time is to submit a claim?
[AGENT][NEGATIVE] We don't have timely fun limits.
[CUSTOMER][NEUTRAL] We don't have have time they found them.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Reference numbers you can use my name and today's date email. OK. We sure thanks for your assistance. I wish you a great day.
[AGENT][NEUTRAL] Yes well Mr. [PII] and think is calling ATL in the past.
[CUSTOMER][NEUTRAL] Yeah, so much. Bye bye.