AccountId: 011433970860
ContactId: 1f46b3fc-4d2d-4b46-b0f8-4ca9017a4b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181440 ms
Total Talk Time (AGENT): 67955 ms
Total Talk Time (CUSTOMER): 79289 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1f46b3fc-4d2d-4b46-b0f8-4ca9017a4b89_20250509T14:42_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I'm sorry, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Yeah, [PII]. It's [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] And may I know the last name sir?
[CUSTOMER][NEUTRAL] Sure. And you told me your name is right? [PII]
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Thank you. Uh, and the member ID is 01979941.
[AGENT][POSITIVE] Thank you, give me a moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And you say you're calling for claim status for this patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, well, um, Ms. [PII], I don't show we received a claim for Ms. [PII]. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It was submitted to pay ID 60801.
[AGENT][NEUTRAL] OK, that is the correct payer ID. Uh, if you like I can give you the mailing address and or a fax number you can submit the claim to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK give me a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready. OK. Uh, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Have a good day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APO Miss [PII] bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.