AccountId: 011433970860
ContactId: 18a763c0-a378-4364-96db-fa50e55c10ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291920 ms
Total Talk Time (AGENT): 121649 ms
Total Talk Time (CUSTOMER): 121750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/18a763c0-a378-4364-96db-fa50e55c10ea_20250218T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office to check claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII] with claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, sure. Policy number is 02321776 ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh sure. First name is [PII] and the last name is uh spell the spelling. It's [PII].
[AGENT][NEUTRAL] And date of birth, please, sir, please, ma'am.
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][POSITIVE] All right, and it would be my pleasure to assist you with that claim status today. [PII], what is the date of service, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. Date of service is, hold on.
[CUSTOMER][NEUTRAL] Uh, [PII] for 44 $47 even.
[AGENT][NEUTRAL] OK, and what is the facility name, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the facility name is Pathology Associate of South Miami.
[AGENT][POSITIVE] Thank you, [PII] and I'm checking.
[AGENT][NEUTRAL] Irvin's policy for data service 92724 for $47. I do not have that claim on file.
[CUSTOMER][NEUTRAL] Mm, name is not on file.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Patient is active.
[AGENT][NEUTRAL] Yes, ma'am. The effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Still active. OK, I'll just confirm mailing address where we build the claim. Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is not our.
[AGENT][NEUTRAL] Mailing address? I can give you the correct one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, hold on. And the address is
[AGENT][NEUTRAL] The correct address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] you know
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Got it. Thank you so much. Thank you. The [PII] box, you said it's [PII], correct?
[AGENT][NEUTRAL] Yes ma'am, and claims can also be faxed directly to our claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can give you that fax number.
[AGENT][NEUTRAL] If you would prefer that method. Our claims fax number is 877.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 942-3, and that comes straight to our claims department.
[CUSTOMER][POSITIVE] OK, OK. Got it. Thank you so much for that.
[AGENT][POSITIVE] [PII], it's been a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh yeah, please help me with the reference number.
[AGENT][NEUTRAL] The reference number would be my name and today's date.
[CUSTOMER][NEUTRAL] Could you repeat your name, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII], for the help. Thank you.
[AGENT][POSITIVE] My pleasure to assist you with that claim status, [PII]. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.