AccountId: 011433970860
ContactId: 3de193b1-6ca5-4e1e-98ac-95c099d7d7b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545570 ms
Total Talk Time (AGENT): 121892 ms
Total Talk Time (CUSTOMER): 101366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3de193b1-6ca5-4e1e-98ac-95c099d7d7b1_20250110T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] calling from our office to check on claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I could check on a claim for you [PII]. um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 893-887.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] My name is uh [PII].
[AGENT][NEUTRAL] You have the date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Sorry, uh.
[AGENT][NEUTRAL] What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the total charge is $800 sorry, uh, uh, yeah, the total charge is $800 even.
[AGENT][NEUTRAL] 800. OK.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I'm sorry, that was [PII].
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] And what was the name of the provider's office, [PII]?
[CUSTOMER][NEUTRAL] MUSC physicians.
[AGENT][NEUTRAL] Do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did not receive this claim [PII] only have one other claim for this day of service it's a different amount and a different provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But the bill amount is, uh, you don't have the claim, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For the bill amount, you don't have a claim, right?
[AGENT][NEUTRAL] I do not or and I don't have a claim for that uh provider either.
[CUSTOMER][NEUTRAL] OK. And may I know the patient effective from?
[AGENT][NEUTRAL] Yeah, effective date was [PII].
[AGENT][NEUTRAL] And it is currently active is.
[CUSTOMER][NEUTRAL] And may I know the payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] 60
[AGENT][NEUTRAL] So one.
[CUSTOMER][NEUTRAL] Sorry, your voice is in and out. Could you please, uh, speak [PII] for the pay ID.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah, pay ID is 60801.
[CUSTOMER][NEUTRAL] And may I know the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, may I know the reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII], was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Yeah, I have a few more claims. Could you please help on the next claim?
[AGENT][NEUTRAL] Are these gonna be for uh different members?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And can I tell the next member name?
[AGENT][NEUTRAL] Um, give me just a moment. I'll let you know when I'm ready, [PII].
[AGENT][NEUTRAL] OK, I'm ready for that next policy number, [PII].
[CUSTOMER][NEUTRAL] Yeah, it's 023893887.
[AGENT][NEUTRAL] And what was the name and date of birth for this insured?
[CUSTOMER][NEUTRAL] It's Madam [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm sorry [PII], you cut out there. You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the bill amount please.
[CUSTOMER][NEUTRAL] It's $421.
[AGENT][NEUTRAL] I'm sorry, that was $421?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For $21 even.
[CUSTOMER][NEUTRAL] I get that.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.