AccountId: 011433970860
ContactId: 35c78625-2b6b-496c-b124-3481caa925ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368730 ms
Total Talk Time (AGENT): 65417 ms
Total Talk Time (CUSTOMER): 153916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/35c78625-2b6b-496c-b124-3481caa925ca_20250402T13:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality assuranceuring purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you and you said you me?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Yes definitely
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a callback number right now?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a policy ID policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah it would be 0246226.
[CUSTOMER][NEUTRAL] 8 M as in Mike. L as in Lima number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is that date of service?
[CUSTOMER][NEUTRAL] Actually, I do have 3 data services uh for the same member. The first one is [PII].
[CUSTOMER][NEUTRAL] And the total charge is $450 even.
[AGENT][NEUTRAL] Uh, it looks like we received that 1:30 [PII] that was denied on [PII].
[AGENT][NEUTRAL] And it looks like we need an explanation from the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK, sure, can you help me with the claim number for this one?
[AGENT][NEUTRAL] That's 355-864-6.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, what's that next?
[CUSTOMER][NEUTRAL] Can we move to the next date of service yeah.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is $3500 even.
[AGENT][NEUTRAL] Uh, don't show a claim on file.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the next, uh.
[CUSTOMER][NEUTRAL] Date of service is [PII] with total charge amount $5000 even.
[AGENT][NEUTRAL] Uh, I don't show a claim on files.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[CUSTOMER][NEUTRAL] Uh, actually I do have some more claims with me. Can you help me with those claims as well?
[AGENT][NEUTRAL] Is it for the same number?
[CUSTOMER][NEUTRAL] No, actually it's for the different number.
[AGENT][NEUTRAL] OK, hold on a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Also, can you help me with the call reference number?
[AGENT][NEUTRAL] It'll be my first name, [PII], and then last in first [PII].
[CUSTOMER][NEUTRAL] OK, and the [PII], it would be [PII]
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And why OK thank you.
[AGENT][NEUTRAL] And what's the next policy ID?
[CUSTOMER][NEUTRAL] Yeah it's 024.
[CUSTOMER][NEUTRAL] 500.
[CUSTOMER][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] As in Mike. L as in Lima. #8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, member's name would be [PII] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that date of service?
[CUSTOMER][NEUTRAL] It's [PII] with total charge $405 even.
[AGENT][NEUTRAL] Uh, I don't have a claim on file.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just need to uh verify the mailing address. Is it [PII]?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah I can hear you properly hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?