AccountId: 011433970860
ContactId: 0592ff51-dba8-40f8-8bec-cec9cb9cf784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367399 ms
Total Talk Time (AGENT): 132974 ms
Total Talk Time (CUSTOMER): 128989 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/0592ff51-dba8-40f8-8bec-cec9cb9cf784_20250227T16:24_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Help you?
[CUSTOMER][NEUTRAL] Uh hello ma'am. My name is Ra[PII]alling from provider's office.
[AGENT][NEUTRAL] OK, and how may I assist you today, Roger?
[CUSTOMER][NEUTRAL] Uh, ma'am, I need assistance regarding claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] I sure
[CUSTOMER][NEUTRAL] So the policy is.
[CUSTOMER][NEUTRAL] 02514682
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, 28[PII].
[AGENT][NEUTRAL] I'm sorry, what was the last four digits?
[CUSTOMER][NEUTRAL] 80[PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Remember, first name is Me[PII]Date of birth uh last name is Em[PII]ate of birth is Au[PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The service is.
[CUSTOMER][NEUTRAL] No[PII].
[AGENT][NEUTRAL] OK, and a total charge?
[CUSTOMER][NEUTRAL] $342.09.
[AGENT][NEUTRAL] OK, thank you. And while I'm looking up claim information and let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at se[PII].
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the name is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The empty.
[AGENT][NEUTRAL] I'm sorry, what's the name of the provider's office?
[CUSTOMER][NEUTRAL] De[PII]nd.
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] Right, so, is this, uh, she with Clear Lake Primary?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm showing this claim process as, give me a moment. Uh, this policy does not provide a wellness expense benefit.
[CUSTOMER][NEUTRAL] Could you please provide me the claim number?
[AGENT][NEUTRAL] Sure, it's 355-6768.
[CUSTOMER][NEUTRAL] 3556768
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEGATIVE] And the bill for corrupted claim.
[AGENT][NEUTRAL] Uh, there's not a time limit for a corrected claim, but you must submit a letter stating the reason for the correction.
[CUSTOMER][NEUTRAL] Uh, ma'am, could you please provide me the UP through fax?
[AGENT][NEUTRAL] Uh, as I stated, we do have an online service center where providers can check claim status as well as print out the e.
[CUSTOMER][NEGATIVE] Uh, ma'am, I have, I have, I have no fix.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] I have no access.
[AGENT][NEUTRAL] OK, do you need assistance on setting up?
[CUSTOMER][NEUTRAL] Uh no, ma'am, I, I need that you'll be your fiscal name.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] And so the affection but.
[CUSTOMER][NEUTRAL] 34[PII]
[AGENT][NEUTRAL] [PII]K, so the fax number is 34[PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and how do you spell your name again?
[CUSTOMER][NEUTRAL] R [PII].
[CUSTOMER][NEUTRAL] Do you pay for.
[AGENT][NEUTRAL] You said RA[PII]?
[CUSTOMER][NEUTRAL] R [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Z [PII].
[AGENT][NEUTRAL] PC I'm sorry, R [PII].
[CUSTOMER][NEUTRAL] Um, ma'am.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Z [PII].
[AGENT][NEUTRAL] Respell your name for me, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] R [PII]
[AGENT][NEUTRAL] [PII] [PII]OK, uh, we'll send this to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh, and in how many days we will receive the UV.
[AGENT][NEUTRAL] I would say within a few moments.
[CUSTOMER][POSITIVE] Uh, sure, ma'am. Thank you so much. Can I get your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's Ki[PII].
[CUSTOMER][POSITIVE] Mhm. OK, ma'am. Thank you so much for providing me the information. Have a great day. Goodbye.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.