AccountId: 011433970860
ContactId: 1b29dca5-9792-4cfa-b10e-34827068257b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162610 ms
Total Talk Time (AGENT): 42218 ms
Total Talk Time (CUSTOMER): 81674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1b29dca5-9792-4cfa-b10e-34827068257b_20250414T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII] and I'm calling to provide our office, and is there a way that I could check the status of a medical claim?
[AGENT][NEUTRAL] Yes, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII]. My direct extension will be [PII].
[AGENT][NEUTRAL] And what provider's office?
[CUSTOMER][NEUTRAL] I'm calling from Precision Practices of MSMC LLC.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient policy that we have on our system is 1,477,500 M.
[CUSTOMER][NEUTRAL] And L and then 7.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name will be [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, the data servicing question is uh [PII], the total charge will be.
[CUSTOMER][NEUTRAL] Give me a second. That will be 622.
[AGENT][NEUTRAL] OK, it looks like I don't have the claim on file. I've got a physician or a facility charge for that day, but I don't have a physician.
[CUSTOMER][NEUTRAL] OK. I'll just gonna resubmit the claim back. And then let me ask you a question. Is the claim supposed to go to [PII]?
[AGENT][NEUTRAL] Um, no, let me give you our updated address. It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. So the zip code will be [PII]. Am I correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright thank you so much. Do you have any call reference number?
[AGENT][NEUTRAL] Uh, call reference number is just my name, [PII]. Yeah, name in today's date.
[CUSTOMER][NEUTRAL] Or just use your name.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.