AccountId: 011433970860
ContactId: 0b99c699-dd3c-4cdb-b771-fccd4ae9825a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195860 ms
Total Talk Time (AGENT): 87113 ms
Total Talk Time (CUSTOMER): 97411 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/0b99c699-dd3c-4cdb-b771-fccd4ae9825a_20250213T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me? Yeah, I'm calling.
[AGENT][POSITIVE] Oh yes, that's much better thank you.
[CUSTOMER][NEUTRAL] I am calling from the Memorial physician group um and reason for the call is to follow up uh claim status please.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, direct line is [PII], option 2 for rap.
[AGENT][NEUTRAL] OK, thank you and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] I have policy number.
[CUSTOMER][NEUTRAL] Let me see, it's 02552057 and L as in Mary, Larry, Mary and Lincoln, um 7.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, her name is [PII], and then [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII] um what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Service date would be [PII].
[AGENT][NEUTRAL] OK, do you have the bill amount?
[CUSTOMER][NEUTRAL] So, the amount is $447.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[AGENT][NEUTRAL] I'm sorry, you did say that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service, [PII].
[CUSTOMER][NEUTRAL] OK, yeah, we sent it. Let me see, the ID was OK, correct?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, we, the, the ID number that we provide you was correct. We sent it, it was mailed out, yeah. It was sent out on [PII] on paper.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, yeah, I'm not showing that we've received anything yet um I can also give you, we do have a fax number and a pair ID though if you want me to go ahead and give you those as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, fax number. I'm ready.
[AGENT][NEUTRAL] Yes, the fax number is 877365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, the payer ID.
[AGENT][NEUTRAL] And then our payer ID 60801.
[CUSTOMER][POSITIVE] OK. All righty.
[AGENT][NEUTRAL] It's possible this we have either just haven't received it yet or it's in line for processing um but just in case I feel like you know not a bad idea to have those as a backup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much for the um for assisting. Um, do you do um call reference numbers?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.