AccountId: 011433970860
ContactId: 0dfba8e5-27f5-4a63-9c96-cf17e79a88ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147740 ms
Total Talk Time (AGENT): 59822 ms
Total Talk Time (CUSTOMER): 64440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/0dfba8e5-27f5-4a63-9c96-cf17e79a88ca_20250605T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with McCloud. Um, I faxed over a claim, um, on the [PII]. I'm just needing to see if that was received.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 248-0492.
[AGENT][NEUTRAL] OK, thank you. Give me one moment and no I can't type today.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Data services [PII] for $3,877.
[AGENT][POSITIVE] OK, thank you ma'am give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I don't show it's been received. And when was this faxed?
[CUSTOMER][NEUTRAL] Um, well, we had faxed it in November and whenever I called on the [PII], it said, or, you know, whoever said that it wasn't received that was on [PII], and I faxed it to [PII].
[AGENT][NEUTRAL] That is correct. Yes, ma'am. I don't show it's been received, um, that is the fax number, um.
[AGENT][NEUTRAL] The only other suggestion is by mail or fax or I can give you a pay ID if y'all can submit claims electronically.
[CUSTOMER][NEUTRAL] OK, what's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the address is that [PII]?
[AGENT][NEUTRAL] It is, yes, ma'am. 73124.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I will get that resent. Do you have a reference number for the call today?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK alright thank you so much have a good day.
[AGENT][POSITIVE] All right, you too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye bye
[AGENT][NEUTRAL] Mhm