AccountId: 011433970860
ContactId: 11ba38b7-3164-49be-99fc-b3a7025113db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233039 ms
Total Talk Time (AGENT): 64968 ms
Total Talk Time (CUSTOMER): 105094 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/11ba38b7-3164-49be-99fc-b3a7025113db_20250625T19:18_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] with last name initial [PII], and I am calling from Laboratory Corporation of America Holdings, and this line is being recorded for training quality purposes. And by the way, this call is about the claim status we submitted for one of our mutual patients. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and I apologize, you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm, member ID is 02509522.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm yeah, sure, our good callback number direct line is [PII].
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Mhm, yeah, sure.
[CUSTOMER][NEUTRAL] corporation.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Authorization 3.
[AGENT][NEUTRAL] Uh, let's see, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm. First name is [PII] with last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] date of services under [PII] with total bill amount of $745.50.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm yeah sure.
[AGENT][NEUTRAL] 74.
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, sure. The address that we have is the [PII] City of [PII] and state of [PII], ZIP code [PII].
[AGENT][NEUTRAL] Uh, that is correct. Uh, if you like, I can give you our fax number if you like to fax the claim to us.
[CUSTOMER][NEUTRAL] OK, uh, can, uh, so we can resubmit the claim, and can I get also a physical address aside from the fax number?
[AGENT][NEUTRAL] Well, the address you just gave us the correct mailing address.
[CUSTOMER][NEUTRAL] Mhm. OK, alright, and can I get the fax um fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you and the um is there any time exciting limit for this one?
[AGENT][NEUTRAL] No, ma'am, we don't have a time limit.
[CUSTOMER][NEUTRAL] OK, thank you, we'll take note of this, ma'am. By the way, before I end the call, can you please um get the spelling of your first name and your last name initial please?
[AGENT][NEUTRAL] Sure, it's [PII] excuse me, last initial [PII].
[CUSTOMER][NEUTRAL] OK, thank you and can I get the reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Mhm. OK, thank you. Alright, got it. Thank you so much, ma'am, for your help today and I hope you have a great day. Bye for now.
[AGENT][POSITIVE] You too. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.