AccountId: 011433970860
ContactId: 0a6a7f60-03ff-4b6f-8c18-5845fc89a08c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148380 ms
Total Talk Time (AGENT): 38897 ms
Total Talk Time (CUSTOMER): 61350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0a6a7f60-03ff-4b6f-8c18-5845fc89a08c_20250521T14:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I just wanted to know the status of the claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have that policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, that is, uh, sorry, one second.
[CUSTOMER][NEUTRAL] I just had it.
[CUSTOMER][NEUTRAL] OK, so it's 02262371 M like Mary L like Lima 8.
[AGENT][NEUTRAL] OK. Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that date of service and bill charges?
[CUSTOMER][NEUTRAL] The data service is uh [PII], and it's 3100 even.
[AGENT][NEUTRAL] Uh, I don't show the claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] Um, it was done electronically. Um, is that how you guys usually do it, or is mail better?
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Um, you can fax mail or we have our payer ID, the 60801. Um, but we do need the primary EOB. So, um, do you want to fax it?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna try faxing it because yeah I've tried already electronically. What's the fax number?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right no problem thank you for your help then.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.