AccountId: 011433970860
ContactId: 3f7fc5c1-1858-4825-9f88-ef5284a32a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184360 ms
Total Talk Time (AGENT): 70350 ms
Total Talk Time (CUSTOMER): 52129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3f7fc5c1-1858-4825-9f88-ef5284a32a6d_20250226T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] But I'm calling to see if I can get the status of the claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with client status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 02061683.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the date of service and bill charges for the client.
[CUSTOMER][NEUTRAL] [PII], that amount is $3,355 even.
[AGENT][NEUTRAL] OK, I'm not sure. OK.
[AGENT][NEUTRAL] This is for [PII]. Let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm not showing the claim on file with that date of service for her. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] It was electronic.
[AGENT][NEUTRAL] Um, and what pair ID did you use?
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm trying to see if I can find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The pay ID is [PII].
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] OK. No, ma'am. That's not our payer ID.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] Um, the pay ID is [PII] and claims can also be faxed in.
[CUSTOMER][NEUTRAL] OK, what's that mailing address?
[AGENT][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 550. OK, can I get the first initial of your last name and the reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date, and the first initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not as yet.
[AGENT][POSITIVE] OK, well thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK