AccountId: 011433970860
ContactId: 016ce65b-e718-49aa-ad90-2f4cd513f899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302589 ms
Total Talk Time (AGENT): 136369 ms
Total Talk Time (CUSTOMER): 115704 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/016ce65b-e718-49aa-ad90-2f4cd513f899_20250408T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I'm calling to follow up on a claim that was faxed in.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yeah, that is [PII].
[AGENT][NEUTRAL] Mm OK. And you're calling from a provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Providers.
[AGENT][NEUTRAL] OK, what's the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Novant Health urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, um, I have 02565390.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, [PII] and [PII] [PII].
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, where was it sent to, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] That is the correct fax number, but I, I don't see it that we have received them.
[CUSTOMER][NEUTRAL] OK, do I need to allow more time?
[AGENT][NEUTRAL] When did you send it?
[CUSTOMER][NEUTRAL] Um 327.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, it should have, should have been here by now. No, um, just go ahead and resend it because, yeah, it should have been here by now. The most it takes for us to image it into the system is 24 to 48 hours.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I should have been here.
[CUSTOMER][NEUTRAL] OK, alright, so this will be my 2nd time sending it. The 1st time we mailed it and then this will be the 2nd time, um, well, we faxed it as well, and now this would be the.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Third time.
[CUSTOMER][NEUTRAL] Is there an issue with the patient? Was he not active?
[AGENT][NEUTRAL] Mm. No, it's just that we have not received the claim. Um, not sure what happened to the fax if it just didn't get here. Um, but we have not received it. I'm not sure if the address you sent it the first time was the correct address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to verify the address with me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we have [PII].
[AGENT][NEUTRAL] Mhm. That is the correct, um, that is the correct address. I'm not really sure what's going on. And um the claim does have that policy number, the 256-5390.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, do not need that 0 in front.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, it doesn't matter if it's there or not. Um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But yeah, um,
[AGENT][NEUTRAL] Uh, yeah, I'm not really sure why it's not getting to us.
[CUSTOMER][NEUTRAL] Is the patient the subscriber?
[AGENT][NEUTRAL] Yeah, this is a subscriber. Yeah. And the effective date on the policy is [PII], um, and it is active at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, well, I'll try and refax it again and hopefully I'll get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we also have a payer ID if you need it. I don't know if you need that.
[CUSTOMER][NEGATIVE] Yeah, no, um, our system won't allow us to send it that way.
[AGENT][NEUTRAL] OK. All right. I'm sorry, but yeah.
[CUSTOMER][NEUTRAL] Yeah, alright, oh no, you're good you're good, and I believe that's all for now, is there a reference number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright, you too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.