AccountId: 011433970860
ContactId: 3266d64b-050d-42ae-abe9-5a60c5febbe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208059 ms
Total Talk Time (AGENT): 66862 ms
Total Talk Time (CUSTOMER): 83899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3266d64b-050d-42ae-abe9-5a60c5febbe0_20250109T20:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from a provider's office, um, just to inquire about a claim, and I was hoping you could help me out.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the same status today and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm so sorry. I definitely misheard that.
[CUSTOMER][NEUTRAL] No, no, no, it's OK.
[AGENT][NEUTRAL] Um, and then do you mind if I grab a good callback number for you as well?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. And then your member's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number or their ID number?
[AGENT][NEUTRAL] Yeah, whichever.
[CUSTOMER][NEUTRAL] OK, I was gonna say I wasn't sure, but give me one second to grab that for you. OK, I have 024645.
[CUSTOMER][NEUTRAL] 03.
[AGENT][POSITIVE] Wonderful and give me just a moment to get that pulled up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] All right, and then thank you so much for your patience. Could you verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, first name is, I think it's [PII]. Yeah, last name spelled [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, and you said you're looking for a claim status, correct?
[CUSTOMER][NEUTRAL] Yes, correct, I have the data service whenever you're ready.
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] What is that data service?
[CUSTOMER][NEUTRAL] Data service is 921 of 24.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] went to the wrong screen.
[AGENT][NEUTRAL] 921 24 you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Unfortunately I don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK, I think I might know what happened, um, really, really quick, um, who's the subscriber for this plan?
[AGENT][NEUTRAL] Yeah, I have the subscriber listed. Hold on, let me go back.
[AGENT][NEUTRAL] As [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, that might be what it is. OK, um, it looks like the front desk ladies accidentally put the patient as a subscriber, and maybe that's why my claim didn't go through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I will get that taken care of.
[AGENT][NEUTRAL] Absolutely and then do you want me to just confirm like our um remittance information for you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, if you don't mind that'd be awesome.
[AGENT][POSITIVE] Yeah, absolutely. Do you want uh like our address or fax or our payer ID or all three?
[CUSTOMER][NEUTRAL] Um, I'll just take the payer ID.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Got you, OK, um.
[CUSTOMER][POSITIVE] OK Ali that I actually think that's gonna be it. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much, Miss [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye bye.