AccountId: 011433970860
ContactId: 311339d9-0262-490d-91d5-1589261a1660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210520 ms
Total Talk Time (AGENT): 68338 ms
Total Talk Time (CUSTOMER): 69993 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/311339d9-0262-490d-91d5-1589261a1660_20250320T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm trying to get a claim status for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have it as 0244193.
[CUSTOMER][NEUTRAL] 1193, so 24s and 21s, sorry.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Um, if you don't mind, can I grab your first name please, and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and then data service.
[CUSTOMER][NEUTRAL] 1212 24.
[AGENT][NEUTRAL] And then build out.
[CUSTOMER][NEUTRAL] $32,369.89.
[AGENT][NEUTRAL] Alright, thank you. Give me just a sec, let me take a look here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], is this a medical claim?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so I'm not showing any claims on file for that billed amount of the 32,000 that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, um, is your payer ID to submit claim 64556?
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, well then I guess I can try to resubmit the claims or do you all have a fax number I can send it to?
[AGENT][POSITIVE] Yeah, absolutely. So let me give you the fax number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the fax number is going to be [PII], excuse me, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just put attention claims department, is that OK?
[AGENT][POSITIVE] Yes ma'am, that would be perfect.
[CUSTOMER][NEUTRAL] OK, alright, I'll just um go ahead and fax that over. Is there any way I can have your first name and a reference number for the phone call?
[AGENT][NEUTRAL] Mhm. My first name is [PII], which is [PII] The last initial to my name is [PII], and then today's date would be the call reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, perfect. Thank you so much, sir. You have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right