AccountId: 011433970860
ContactId: 306d9570-477e-4aeb-bf18-a3389520e6ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229130 ms
Total Talk Time (AGENT): 76352 ms
Total Talk Time (CUSTOMER): 73505 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/306d9570-477e-4aeb-bf18-a3389520e6ed_20250326T19:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Calling APO.
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from MRI Clinic provide office. I want to check the current status.
[AGENT][NEUTRAL] I could barely hear you.
[CUSTOMER][NEUTRAL] I want to check the claim status.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have a callback number for you, [PII], and that policy number.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what is the um policy number?
[CUSTOMER][NEUTRAL] The, yeah, 194-0769.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth that you're calling to check the status of the claim?
[CUSTOMER][NEUTRAL] So that you're calling
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill amount 147.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the bill amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] 147.
[AGENT][NEUTRAL] I'm not showing the claim on file for the data service for [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have the claim number.
[AGENT][NEUTRAL] No, I'm sorry. I'm sorry, I was on the wrong one. You said it's for [PII]. I apologize.
[AGENT][NEUTRAL] What is your claim number?
[CUSTOMER][NEUTRAL] 356-396-9
[AGENT][NEUTRAL] We're requesting the EOB 399.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] OK. And can I know how can we submit the OB?
[CUSTOMER][NEUTRAL] Is there any mailing address?
[AGENT][NEUTRAL] Yes, there's a mailing address.
[AGENT][NEUTRAL] Is it gonna be [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] ZIP code?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] It's gonna be [PII], [PII]. That's [PII], [PII].
[CUSTOMER][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, then, all right. Can I get the card reference?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], however, you can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.