AccountId: 011433970860
ContactId: 2e1c04b4-3b9b-48d5-a575-5edb4399ef1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191039 ms
Total Talk Time (AGENT): 72376 ms
Total Talk Time (CUSTOMER): 59441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2e1c04b4-3b9b-48d5-a575-5edb4399ef1f_20250218T22:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling in from Peter Martinez no doubt provider office uh regarding our members claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] [PII] spelled as [PII].
[AGENT][NEUTRAL] OK. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01659579 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] What was the last four digits? I'm sorry, I'm sorry.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah [PII], date of birth, [PII].
[CUSTOMER][NEUTRAL] May I have your name as well?
[AGENT][NEUTRAL] Sure, it's [PII] [PII]. And what was the date of service and the amount of the charge?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] for $175.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Uh, it's $10.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the ELB. That site is at [PII].
[AGENT][NEUTRAL] And I do not show we received that claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The claims are submitted electronically, so.
[AGENT][NEUTRAL] What's the payer ID?
[CUSTOMER][NEUTRAL] Uh, give me a moment to check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm still looking out for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that is the correct payer ID. If you like, I can give you the mailing address and or fax number.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what shall be the call reference for our conversation?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][POSITIVE] Um, thank you so much. Have a nice day.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Bye.