AccountId: 011433970860
ContactId: 1e27c5b5-f35e-43c4-8e20-4b0ef0244014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786679 ms
Total Talk Time (AGENT): 157678 ms
Total Talk Time (CUSTOMER): 288296 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1e27c5b5-f35e-43c4-8e20-4b0ef0244014_20250529T20:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the provider's office, checking up on a claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get your name one more time?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, that number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02370336 M as in Mike.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh sure. First name is uh spelled as [PII], uh last name is [PII]
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I think I have the wrong policy number because I don't show that person on here.
[AGENT][NEUTRAL] I have policy number 02370336.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Uh, no, the, just the, uh, are you saying you have this policy number for this patient?
[AGENT][NEUTRAL] Um, I didn't show that patient under that policy.
[CUSTOMER][NEUTRAL] Or do you want me to repeat the policy number?
[AGENT][NEUTRAL] Can you repeat the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. 0237 0336.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] 02370336 correct?
[CUSTOMER][NEUTRAL] Yes, and ML 8.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is uh spelled as [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I don't have that name with that.
[AGENT][NEUTRAL] I am showing that date of birth, but I don't have that name under this policy.
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] Can you say the name for me?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient can able to go know patient to uh first name and only your last name and aura is it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh yes. Uh, do you want me to spell the name again?
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] The first
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I'm not showing that person under this policy.
[AGENT][NEUTRAL] I have policy number 237-0336, but I don't have that that name.
[CUSTOMER][NEUTRAL] Uh, just uh.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Just a moment. Just a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, at the subscriber name. Could you please validate with that?
[AGENT][NEUTRAL] Um, this is with APL.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] With APL.
[CUSTOMER][NEUTRAL] Yes, yes, it's with IPL.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the first name is
[CUSTOMER][NEUTRAL] [PII] name [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I am showing that as the policy holder.
[AGENT][NEUTRAL] Um, but the person with the date of birth that you gave me, I don't have their that name that you gave me on file. I have a different name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I do have the uh name, patient's correct name. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII] Last name is uh [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it correct?
[AGENT][NEUTRAL] And the date of birth was [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you have the data service or the claim number?
[CUSTOMER][NEUTRAL] Uh yes. Date of service is [PII] for the bill amount.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] O.
[CUSTOMER][NEUTRAL] Uh, the bill amount is $397 even.
[AGENT][NEUTRAL] 397.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing a uh claim for that date of service. Do you need our fax number?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me, uh, you don't have any, uh, claim on date of service for [PII]?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] For [PII]? No, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh, the total bill amount is $464 even.
[AGENT][NEUTRAL] You said 464?
[AGENT][NEUTRAL] You're 67?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the date of service for [PII].
[AGENT][NEUTRAL] I'm not showing that claim on file um it might not have sent through yet. Do you know how they sent that claim? Was it through fax or mail?
[CUSTOMER][NEUTRAL] Uh, it was sent electronically.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not showing anything for that date of service. Would you like our fax number and you they can fax us the claim?
[AGENT][NEUTRAL] Would that help?
[CUSTOMER][NEUTRAL] Yeah. Just a moment, please.
[CUSTOMER][NEUTRAL] Uh, we have submitted the claim to the mailing address. Could you please verify the address, uh, like, it, it's it try to knock. We have sent the claim to [PII]. Uh, ZIP code is [PII]. Is it the correct mailing address?
[AGENT][NEUTRAL] Yes, that is the correct mailing address.
[CUSTOMER][NEUTRAL] Actually, we, uh, mailed the claim recently which was on [PII]. So will it take some, should we allow some time?
[AGENT][NEUTRAL] Um, yes, it should be here in the next few days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they send it through the mail.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you
[CUSTOMER][NEUTRAL] Uh, could you please provide me the claim number?
[CUSTOMER][NEUTRAL] Sorry the call reference number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date so [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. Can you please, OK.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][POSITIVE] Yeah. Yeah. Thank you so much.
[AGENT][POSITIVE] Alright thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.