AccountId: 011433970860
ContactId: 320153f5-dd75-40fd-958b-3949d4cd091c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371869 ms
Total Talk Time (AGENT): 94348 ms
Total Talk Time (CUSTOMER): 89856 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/320153f5-dd75-40fd-958b-3949d4cd091c_20250428T17:23_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I need to check the status of a claim.
[AGENT][NEUTRAL] Of course, I can I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02587781.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then do you have, sorry, do you have a charge amount for this claim?
[CUSTOMER][NEUTRAL] I do, um, it's for $32,395.29.
[CUSTOMER][NEUTRAL] The date is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Sorry, just one moment.
[AGENT][NEUTRAL] OK, and then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Emery Decatur Hospital.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I'm not seeing a claim on file for that provider's office.
[CUSTOMER][NEUTRAL] OK, let me see something. I sent it.
[CUSTOMER][NEUTRAL] Um, looks like it was sent electronically with payer ID number 42011.
[AGENT][NEUTRAL] OK, let me double check.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, that was sent on [PII].
[AGENT][NEUTRAL] Do you have the procedure code by chance?
[CUSTOMER][NEUTRAL] Um, I see.
[CUSTOMER][NEUTRAL] I have 12699 hold on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we do not have a claim on file.
[AGENT][NEUTRAL] For that one.
[CUSTOMER][NEUTRAL] OK, was that um was that um provider ID number correct?
[CUSTOMER][NEUTRAL] The payer ID number.
[AGENT][NEUTRAL] So uh.
[CUSTOMER][NEUTRAL] That 42011?
[AGENT][NEUTRAL] No, I'm not seeing that payer ID either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like our claims mailing address or our fax?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me see if this is what we have. I have PO Box 21704 Egan. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So ours is PO box 24 yeah I know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK. Oh.
[CUSTOMER][NEUTRAL] 24
[AGENT][NEUTRAL] So it's PO Box 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma.
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] OK, let me get your fax number.
[AGENT][NEUTRAL] And then the fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will, I think I'll just go ahead and fax it over. Alright, you have a reference number for the call I'll just use your name in today's date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it would be the reference call would be my name, [PII]
[AGENT][NEUTRAL] Last initial age and today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Right. You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Right. Thank you. Bye.