AccountId: 011433970860
ContactId: 3c221aef-14fe-4df4-89d8-4e687f903b9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208309 ms
Total Talk Time (AGENT): 72637 ms
Total Talk Time (CUSTOMER): 85848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3c221aef-14fe-4df4-89d8-4e687f903b9a_20250213T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] and I'm calling with Access Pro Physical Therapy, and I'm trying to figure out, uh, we're missing some, uh, payments on some claims so I was just inquiring about that.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 022-03913 ML 8.
[AGENT][NEUTRAL] Mhm right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] or [PII], sorry, [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK, the first day of service is [PII].
[CUSTOMER][NEUTRAL] And I don't know that I have. Let me look at this real quick.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 924.
[CUSTOMER][NEUTRAL] 2, well, it's 226 28.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me check and see if I find it. And for future, you can check claim status online through our website at [PII] and that's just optional. And let's see, so that was a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm yeah I went on there it's not showing so that's why I called.
[AGENT][NEUTRAL] Mm, yeah, and you said it was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] We have not received that claim as of today.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Alright, so I assume it did. I have a couple other ones, so I bet they, they're just not showing. It's interesting, and that's a crossover I assume from Medicare. They've paid prior. It doesn't cross over? OK, so we've got mail those again alright and are we able to fax those over or should we mail them again?
[AGENT][NEUTRAL] Mhm. It doesn't cross over.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can fax it, you can mail it. Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] 23 OK it's APL.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK fantastic all right I appreciate your help thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. I appreciate it.
[AGENT][POSITIVE] Mm. You're welcome, Miss [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.