AccountId: 011433970860
ContactId: 2344ad0f-3fe6-4f96-8a88-543f57d102fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155919 ms
Total Talk Time (AGENT): 44722 ms
Total Talk Time (CUSTOMER): 80649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2344ad0f-3fe6-4f96-8a88-543f57d102fc_20250408T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], last initial [PII], and I'm calling from a provider's office to see if I can check the status of a claim.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. What's your policy number?
[CUSTOMER][NEUTRAL] For patient.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 01636012
[AGENT][NEUTRAL] All right. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what are we looking for on the data service?
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] Looks like we sent out for a claim for 21934.
[CUSTOMER][NEUTRAL] And uh yes I believe that's the only two dates of service um for [PII] and [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, [PII], I'm not showing anything for either date of service. Would you, do you wanna verify the mailing address or payer ID you guys have?
[CUSTOMER][NEUTRAL] We, um, we mailed it out on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we mailed it to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that is correct. Yeah, I don't show anything recently reported.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is that if you do it through your portal online, um, is that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that save any time the mailing in the claims.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] Yeah, you can, if you do the payer ID or the fax it's generally the most, the quickest, I should say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate you looking um.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] And maybe I'll try to do it online. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too mm bye bye.
[AGENT][NEUTRAL] Bye bye.