AccountId: 011433970860
ContactId: 1f141804-94cc-4b1b-865a-cf006aee955a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233789 ms
Total Talk Time (AGENT): 67406 ms
Total Talk Time (CUSTOMER): 82896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1f141804-94cc-4b1b-865a-cf006aee955a_20250529T19:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from A Healthcare on a recorded line to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] I can help you with that. And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My first name [PII] and last name [PII].
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you pronounce it [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the callback number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have the policy number 018.
[CUSTOMER][NEUTRAL] 670
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, and number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and last name [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just needing claim and status?
[CUSTOMER][NEUTRAL] Yeah, the claim status.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] The date of service, [PII], and the bill amount $888.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] And that was 1014, 24?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, there's no claim on file.
[CUSTOMER][NEUTRAL] So, can we resubmit this claim through electronically? May I have the electronic payer ID?
[AGENT][NEUTRAL] Yes, you can submit it electronically. It's 60801.
[CUSTOMER][NEUTRAL] OK. May I have the complete address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The ZIP code [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I have the call difference for this call?
[AGENT][NEUTRAL] We do not have call reference phone numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah, could you spell your name?
[AGENT][NEUTRAL] [PII], last [PII] S.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. Thanks for the information. Have a great day. Bye.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You too, bye.