AccountId: 011433970860
ContactId: 0e84091f-ff56-4859-8847-456e6bafcf9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150250 ms
Total Talk Time (AGENT): 55239 ms
Total Talk Time (CUSTOMER): 69031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0e84091f-ff56-4859-8847-456e6bafcf9e_20250303T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with the provider's office and I have a claim that I'm just checking the status for.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Give me one moment. And Ms. [PII], what is that policy number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That is going to be 02549402 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do it's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's gonna be first name [PII], last name [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] That is [PII] in the amount of $384 even.
[AGENT][NEUTRAL] OK. And do you have a balance after primary insurance is process the claim?
[CUSTOMER][NEUTRAL] I do. Let's see, uh, it looks like it's the total amount 384.
[AGENT][NEUTRAL] OK, uh let's see.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] See, I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. Let's see. Um, I can.
[CUSTOMER][NEUTRAL] Looks like it was submitted to [PII] with the zip code [PII].
[AGENT][NEUTRAL] Uh, that is the correct address. If you like, I can give you our fax number if you like to fax the claim to us.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready, go for it.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][POSITIVE] OK, perfect. And I can send both the claim and the ELB, the primary EOB?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much. I do appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye.