AccountId: 011433970860
ContactId: 2fdfaa57-db60-4b6d-9843-30a3556978f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259980 ms
Total Talk Time (AGENT): 95553 ms
Total Talk Time (CUSTOMER): 78126 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2fdfaa57-db60-4b6d-9843-30a3556978f8_20250604T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] from Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] Good good. Need to check the status on some outstanding claims.
[AGENT][NEUTRAL] Sure, I can check those claims for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, the policy number, please.
[CUSTOMER][NEUTRAL] Yes, I'm sorry, 646001.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. OK and you said that there were uh multiple claims we needed to look at for this number?
[CUSTOMER][NEUTRAL] Well, it's he's one claim and then 2 claims on another paycheck.
[AGENT][NEUTRAL] Oh, got it. OK. Uh, what was the date of service for this one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was [PII] correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, we have not received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] OK, I will refile.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the next number.
[AGENT][NEUTRAL] OK, um, did you need me to, I do have a mailing address, fax number and a payer ID if you needed any of that information.
[CUSTOMER][NEUTRAL] Uh, I'll pull that up in a different screen here momentarily.
[AGENT][NEUTRAL] Oh, OK, no worries. All right, uh, yeah, you can go ahead and give me that next, uh, policy number.
[CUSTOMER][NEUTRAL] It is 0639071. His name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and then uh what was the date of service for this one, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Both of them are on [PII].
[AGENT][NEUTRAL] OK, so I don't have any claims for that date of service for this number either.
[CUSTOMER][NEUTRAL] OK, I will resend them. Let me get this, uh, printed real quick so you can.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see. I sent it to [PII].
[AGENT][NEUTRAL] No, ma'am, uh, that is an older address. Uh, whenever you're ready I can give you that, uh, our current address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what is that?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Correct, um, and that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's your payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] I'm sorry, 6801.
[AGENT][NEUTRAL] No, ma'am, uh, 60801.
[CUSTOMER][POSITIVE] Perfect. Well, thank you for your time. I will get those all resubmitted.
[AGENT][POSITIVE] Of course, thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank