AccountId: 011433970860
ContactId: 06536d34-8b8e-4d94-8ca5-7450c2e5c455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358079 ms
Total Talk Time (AGENT): 132792 ms
Total Talk Time (CUSTOMER): 131276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/06536d34-8b8e-4d94-8ca5-7450c2e5c455_20250620T19:32_UTC.wav
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[AGENT][NEUTRAL] How may I assist you?
[AGENT][POSITIVE] Hello, thanks for calling APM.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider office. I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Can you spell your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Last name first is [PII].
[AGENT][NEUTRAL] Your phone is, it's an echo when you're talking. So could you spell your name again? And I'm not sure if your mic, your mouth is directly on a mic or if it's too close or you're not close enough.
[CUSTOMER][NEUTRAL] And callback number would be.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. Spell it [PII].
[AGENT][NEUTRAL] So is it [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Thank you. And the spelling of my name is [PII]. And what's your call back number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You said your name was [PII]?
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Can I have that policy number of the member that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Sure. 02281875.
[CUSTOMER][NEUTRAL] M [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Uh, oh yeah, I need the effective date first, uh, date of service is.
[CUSTOMER][NEUTRAL] [PII], with total charge $500.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active and unfortunately there is no claim on file for [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, can you repeat it again, the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still active, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, thank you so much. Can you provide me the card reference number for this claim? Actually, I have one more claim.
[AGENT][NEUTRAL] We don't unfortunately we don't provide reference numbers, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And the next number.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, it's a lot.
[AGENT][NEUTRAL] What is your policy number for the next patient?
[CUSTOMER][NEUTRAL] You get up the next.
[CUSTOMER][NEUTRAL] 02419355
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling about?
[CUSTOMER][NEUTRAL] Oh yeah, sure. Date of service is [PII].
[CUSTOMER][NEUTRAL] Can you provide me the effective date?
[AGENT][NEUTRAL] Well, let me give you the correct policy number.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] The correct policy number is 2556459.
[CUSTOMER][NEUTRAL] 25
[AGENT][NEUTRAL] 2556459
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active and there is no claim on file for [PII] for this member either. Do you have the correct mailing address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Could you verify the mailing address where you're submitting these claims or however you're submitting the claim is there by electronic payer ID if that, if so, could you verify that?
[CUSTOMER][NEUTRAL] Oh yeah, sure.
[CUSTOMER][NEUTRAL] A [PII]. OK. [PII].
[AGENT][NEUTRAL] That's the correct mailing address.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. OK.
[AGENT][NEUTRAL] Would you like a payer ID?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] 60801 is the payer ID.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] 6080.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Yeah bye.