AccountId: 011433970860
ContactId: 10043246-b99f-465e-a876-40d0eb479ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619619 ms
Total Talk Time (AGENT): 217108 ms
Total Talk Time (CUSTOMER): 291211 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/10043246-b99f-465e-a876-40d0eb479ba6_20250528T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Ariya Healthcare on a recorded line. Can you please help me with the claim status information?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]. Shall I spell for you?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It is [PII], and my last name is going to be [PII].
[AGENT][POSITIVE] Thank you so much. Uh, just need to, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. The callback number is going to be [PII], and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number for this person is going to be 021002.
[CUSTOMER][NEUTRAL] 95 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure. First name of this number is going to be, I'll let you know in a moment. Just a moment.
[AGENT][NEUTRAL] Sure. Uh-huh.
[CUSTOMER][NEUTRAL] The first name of this member is going to be [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK and then did you have that member's date of birth please?
[CUSTOMER][NEUTRAL] Sure. The date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service for this claim is going to be [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] OK, that was [PII] for $874.22 is that right?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, and that was I'm sorry [PII] excuse me [PII], right?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it was uh [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, so I'm not showing that we've received any claims for that date of service for this member, but I do have our mailing address, fax number, and a pair ID I can give you.
[CUSTOMER][NEUTRAL] OK. Just a moment. Can you please wait on the line? Uh, let me confirm you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much for waiting on the line. Can you please help me with the payer ID and the address?
[AGENT][NEUTRAL] Yes, uh, so our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. What will be the address?
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Yes, mailing address is [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII], [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh 62, sorry, 60801 is the Per ID and the address is going to be [PII], [PII], [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No ma'am, so the [PII], it[PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. [PII], [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. Can you please help me with the next date of service for the same number?
[AGENT][NEUTRAL] A member, sure, go ahead and give me that uh date of service please.
[CUSTOMER][NEUTRAL] [PII] with the bill amount on the claim, $874.72.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, I'm not showing that we have any claims for that date of service either.
[CUSTOMER][NEUTRAL] OK. Uh, can you please help me with the next date of service?
[AGENT][NEUTRAL] Of course, go ahead.
[CUSTOMER][NEUTRAL] [PII] with the billed amount on the claim.
[CUSTOMER][NEUTRAL] $367 with 80 cents.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm so sorry, um, would you mind giving me the uh tax ID for this provider please?
[CUSTOMER][NEUTRAL] Sure. The tax ID is [PII].
[AGENT][POSITIVE] OK, I appreciate it one moment.
[AGENT][NEUTRAL] OK, so I don't have a show that we've received that claim either for [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for the confirmation. Can you please help me with the next date of service?
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] OK, [PII], 1 moment.
[AGENT][NEUTRAL] No, I don't have any claims for that data service either.
[CUSTOMER][NEUTRAL] OK. With different bill amount, can you please check of the same date of service?
[AGENT][NEUTRAL] I'm not showing I have any claims for the state of service for this number.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK. Can you please show?
[CUSTOMER][NEUTRAL] OK. Can you please check for the month of [PII]?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] No, I have nothing for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please check for the [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] With the
[CUSTOMER][NEUTRAL] Yeah, [PII] with the valid amount of $874.72.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I have no claims for that date of service either for this member.
[CUSTOMER][NEUTRAL] Uh, can you please share the last date of service? It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the bill amount, $1,382.10.
[AGENT][NEUTRAL] OK, yeah, I have no claims for that date of service either.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You don't have any claim for the month of November. I have one.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, no, I, I simply looked at [PII]. Did you want me to look at all the month of November?
[CUSTOMER][NEUTRAL] OK. Uh, can you
[CUSTOMER][NEUTRAL] Yeah, I have one more data uh billed amount for the claim. I'll let you know the bill amount. It is $874.72.
[AGENT][NEUTRAL] OK, give me just a moment. Now, um.
[AGENT][NEUTRAL] I have none for November. The last one I had, it was [PII].
[AGENT][NEUTRAL] Is the last that I have but that's from a different provider as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Then, uh,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I want you to let you know, can we fax the claim form with the primary OB to you to receive it very soon.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely. I can give you that fax number.
[AGENT][POSITIVE] Yeah, of course I can give you that fax number whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, just a moment. Can you please let me know the fax number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, that is 877.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, can you please help me with the call reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, [PII], is it right?
[AGENT][NEUTRAL] Uh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh, can you please spell it for me?
[AGENT][NEUTRAL] Uh, [PII], it's sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] OK, thank you. It's today's date and your name is call reference number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation and have a good day. Bye for now. Thank you so much for assisting my day.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thank, thank you. Bye-bye.