AccountId: 011433970860
ContactId: 1f0047f6-0d78-4af4-b23e-2791cf8a08a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313980 ms
Total Talk Time (AGENT): 116002 ms
Total Talk Time (CUSTOMER): 78072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1f0047f6-0d78-4af4-b23e-2791cf8a08a0_20250311T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I am calling from, uh, uh, Kettering Independent Medical Group on a claim status, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with uh claim status test. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. That's the direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02555855.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is, uh, let me make sure it's on the claim. It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, can I get that last name one more time just to make sure it's matched in our system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] This data service is 122 123 24 for $332.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if I have that claim. For future, you can check claim status online through our website at [PII] and that's just optional. And bear with me just a minute. Let me see if this is your claim. One moment.
[AGENT][NEUTRAL] I'm waiting on the documents, bear with me.
[CUSTOMER][POSITIVE] Oh, take your time. No rush, no rush at all.
[AGENT][POSITIVE] Thank you. Thank you, Mr.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You said the total charge was $332?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see that claim on file for this number this.
[CUSTOMER][NEUTRAL] OK. Does the patient have an active um um medical plan?
[AGENT][NEUTRAL] Yes, um, the effective date on this one is, um, let's see [PII].
[AGENT][NEUTRAL] And it is active at the moment.
[CUSTOMER][NEUTRAL] OK, and what is the um
[CUSTOMER][NEUTRAL] The claim's mailing address, please.
[AGENT][NEUTRAL] OK, let me get this pulled up.
[CUSTOMER][POSITIVE] Make sure we got that right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for this particular product, um, this one goes to IMA before it comes to us for repricing and the address is [PII].
[CUSTOMER][NEUTRAL] [PII]. We have, we have [PII].
[AGENT][NEUTRAL] Oh yeah, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yep, alrighty, um, can I get a call reference number please?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII]. Um, do you need the payer ID? We also have a payer ID for this one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the payer ID is 64556.
[CUSTOMER][NEUTRAL] 60456.
[AGENT][NEUTRAL] 645-556.
[CUSTOMER][POSITIVE] All right. I do appreciate your help today. All right. Thanks.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you