AccountId: 011433970860
ContactId: 2d037071-733d-4b28-8a18-d0b3d3bbd429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241880 ms
Total Talk Time (AGENT): 115145 ms
Total Talk Time (CUSTOMER): 99434 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2d037071-733d-4b28-8a18-d0b3d3bbd429_20250409T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] calling from about the vendor. Uh, I got a claim with me. I need a claim status.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I can help you with claim status and I I apologize I missed your name. What is your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you, [PII], and a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 02451577 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I can help you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. [PII].
[AGENT][NEUTRAL] I am checking for claim status for [PII].
[AGENT][NEUTRAL] [PII]. I do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh God, just a minute.
[CUSTOMER][NEUTRAL] It was likely built on this month, [PII].
[AGENT][NEUTRAL] Do you know if that was um submitted via mail, um, payer ID or fax?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Why I pay ID?
[AGENT][NEUTRAL] Yeah, we should have it. And what was the payer ID? Let's verify that.
[CUSTOMER][NEUTRAL] Um, as per our system, the payer ID is, it will be for us, um, SSI pay ID you will be getting.
[CUSTOMER][NEUTRAL] You don't have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to fax that claim directly to our fax department?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A new
[AGENT][NEUTRAL] With the
[CUSTOMER][NEUTRAL] Can you verify the mailing address?
[AGENT][NEUTRAL] Sure. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 731-248-950, right?
[AGENT][NEUTRAL] That's correct and claims can also be faxed directly to our claims department.
[CUSTOMER][NEUTRAL] Yeah, to this one.
[CUSTOMER][NEUTRAL] OK, like, uh,
[CUSTOMER][NEUTRAL] How many days like we will recently on this claim, so I guess it will take some more time to reach you.
[AGENT][NEUTRAL] It could take a little bit more time, but if you want to resubmit it, we will need the primary EOB as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure, we will do. Uh, can I have the, I just want to remember it active for the data service and can I have the number's policy effective termination dates.
[AGENT][NEUTRAL] Yes, so the. Mhm.
[AGENT][POSITIVE] My pleasure. The effective date is [PII] and the policy is active, no termination date on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been a pleasure to assist you with.
[CUSTOMER][NEUTRAL] Can I have the pay ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][POSITIVE] Mhm. And it was my pleasure to assist you with that claim status. The call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Can I have call the first number?
[AGENT][NEUTRAL] I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it was a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] And thank you, [PII], for calling APL. Hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][NEUTRAL] Bye-bye.