AccountId: 011433970860
ContactId: 15db3288-c02c-428a-b145-b77b66d476ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320579 ms
Total Talk Time (AGENT): 86291 ms
Total Talk Time (CUSTOMER): 120174 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/15db3288-c02c-428a-b145-b77b66d476ec_20250107T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Optum Medical Care. Calling to know the claim status. Could you please help me out?
[AGENT][NEUTRAL] I can assist you. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, [PII]. And what's the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, may I know your name please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. And the member ID is 019.
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] 623
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And could you pro you said you're checking your claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can assist with that information. What's the date of service in charge?
[CUSTOMER][NEUTRAL] OK, the first.
[CUSTOMER][NEUTRAL] Date of service, [PII] and total charge amount $287.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] you get me the.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I.
[CUSTOMER][NEUTRAL] on.
[AGENT][NEUTRAL] So you said the date of service is [PII] total charge of 287?
[CUSTOMER][NEUTRAL] 22.
[CUSTOMER][POSITIVE] Yes, it's correct.
[AGENT][NEUTRAL] Yeah, I do not show that date of service on file for [PII].
[CUSTOMER][NEUTRAL] service on
[CUSTOMER][NEUTRAL] Mhm, OK, just a moment please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, may I know the patient is active for this plan?
[AGENT][NEUTRAL] So the policy effective date for the patient.
[AGENT][NEUTRAL] Is [PII]. The policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At this time
[CUSTOMER][POSITIVE] OK, thank you so much for this information.
[AGENT][NEUTRAL] Alright, and [PII], you can also check your status on our online service center at [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Will you accept the paper claim so that I can send you the paper claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry. Uh, will you accept paper claims?
[AGENT][NEUTRAL] Do we accept paper claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please confirm me the um PO box address so that I can send the claim and primary UB.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, it's PO Box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 8950.
[AGENT][NEUTRAL] And would you like the fax number as well?
[CUSTOMER][NEUTRAL] Yeah, please provide me the fax number.
[AGENT][NEUTRAL] OK. It's [PII].
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3, attention claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Attention claims department.
[AGENT][NEUTRAL] Attention claims, yes.
[CUSTOMER][NEUTRAL] OK. Yup, thank you so much for this information, [PII]. May I know the call reference for this claim, please?
[AGENT][NEUTRAL] Oh, all right.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference.
[CUSTOMER][POSITIVE] Mhm, OK, thank you so much. You were very helpful and have a great day.
[AGENT][POSITIVE] You're welcome, King. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.