AccountId: 011433970860
ContactId: 02a5b1c8-9eb6-4590-ba5f-d92d71e353a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216089 ms
Total Talk Time (AGENT): 109228 ms
Total Talk Time (CUSTOMER): 68114 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/02a5b1c8-9eb6-4590-ba5f-d92d71e353a9_20250227T13:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on a claim status.
[AGENT][POSITIVE] And it, it would be my pleasure to assist you with that claim status. Excuse me, what is a good callback number?
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] A callback is [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 1448501 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and last name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be a pleasure to assist you with that claim status. What is the date?
[AGENT][NEUTRAL] I'm sorry, what is the date of service?
[CUSTOMER][NEUTRAL] So this date is [PII] for the total charge amount $306 even.
[AGENT][NEUTRAL] Thank you, [PII]. [PII], I am checking for data service [PII] for [PII]. I do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] I answered.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I do not
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, can you check with the patient's social number?
[AGENT][NEUTRAL] Well, that is the correct policy number.
[CUSTOMER][NEUTRAL] Uh, uh, may I know the
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, [PII], um, can I get the mailing address and mail ID fax number to reason with this one.
[AGENT][NEUTRAL] Yes ma'am, the payer ID is 60801.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942-3 and that comes straight to our claims department. Now [PII], we will need the.
[AGENT][NEUTRAL] Primary EOB along with the claim.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, can I get the patient eligibility and mailing address?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh yes ma'am. I apologize. The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mm that's OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] The effective date on the policy is [PII].
[AGENT][NEUTRAL] With no termination date on file.
[CUSTOMER][NEUTRAL] All right. Can I get the uh reference number for this one?
[AGENT][POSITIVE] The reference number is my name and today's date. I spell my name [PII], and it was a pleasure to assist you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, that's it for today. I've got all this information from you and thank you so much for your kind assistance. Have a nice day.
[AGENT][POSITIVE] Mm, my pleasure, [PII]. Thank you for calling APL and I hope you have a lovely day as well. Take care.
[CUSTOMER][POSITIVE] Yeah bye bye you too bye bye.
[AGENT][NEUTRAL] Bye-bye.