AccountId: 011433970860
ContactId: 240b6ae8-572a-41cf-821b-faec4e6af062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161679 ms
Total Talk Time (AGENT): 58244 ms
Total Talk Time (CUSTOMER): 65829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/240b6ae8-572a-41cf-821b-faec4e6af062_20250422T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling on behalf of a provider's office. I'm calling to see if you have a claim on file for a mutual patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with, well, with claim status. First, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] that's my direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 809
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] The letter M as in Mary, the letter L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, that is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] Um, that is [PII], and the total bill amount is $330.
[AGENT][NEUTRAL] OK, I'm not showing the claim on file with that date of service for [PII]. um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Um, it would have been electronically, I believe, but I can, um.
[CUSTOMER][NEUTRAL] Do you guys have a fax number that I can fax it to?
[AGENT][NEUTRAL] Yes, ma'am. Um, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you just need, do you need the physical claim and the EOB from the primary insurance?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I think that is everything I needed. I'm not sure if you provide a reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is Evie um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think you helped me with everything. I really appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you too.