AccountId: 011433970860
ContactId: 360fc4ce-d707-4e74-8fd1-2c1a91890aeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174440 ms
Total Talk Time (AGENT): 83841 ms
Total Talk Time (CUSTOMER): 52403 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/360fc4ce-d707-4e74-8fd1-2c1a91890aeb_20250224T17:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] calling checking the status of a claim from a provider.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] It starts with a Y [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility or provider for my notation?
[CUSTOMER][NEUTRAL] MUSC physician.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02569249
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 12253835.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have not received that claim as of today.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK, the mailing address is it [PII]?
[AGENT][POSITIVE] In [PII]. Yes, that is correct.
[CUSTOMER][NEUTRAL] Mm, OK, is there an electronic ID?
[AGENT][NEUTRAL] OK, there is an electronic payer ID now. This is one of our secondary supplemental plans, so it needs to be either fax or mail because we need the primary ELB attached to it, um, but the payer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, so you're 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, excuse me, you're secondary.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that is correct. We're secondary.
[CUSTOMER][NEUTRAL] Hm, OK, is there a call reference?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name and date if you will.
[CUSTOMER][NEUTRAL] And your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye