AccountId: 011433970860
ContactId: 3ff39327-a11a-43ba-897f-80d769fb175c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239699 ms
Total Talk Time (AGENT): 80674 ms
Total Talk Time (CUSTOMER): 96629 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3ff39327-a11a-43ba-897f-80d769fb175c_20250314T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a provider's office regarding a couple of claims on a patient to see if y'all received them.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 00604575.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And if I could please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the date of service?
[CUSTOMER][NEUTRAL] Um, it's actually gonna be 3 dates of service. I have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Learn [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK. Let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so first date of service for [PII], just to confirm, [PII], correct?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me check the next one.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And it looks like it's the same for the other two dates of service also. The last date of service I show on file for [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII] last one.
[AGENT][NEUTRAL] Yeah, I don't see anything after that for her.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, um, oh, OK, and, and I think, I think I electronically sent them and mailed them, so let's see.
[AGENT][NEUTRAL] You wanna verify the payer ID and stuff?
[CUSTOMER][NEUTRAL] Yeah, I have pay ID 60801.
[AGENT][POSITIVE] Mhm, that is correct, yeah.
[CUSTOMER][NEUTRAL] And the claims mailing address I have is [PII].
[AGENT][POSITIVE] Uh, that is correct, yeah.
[CUSTOMER][NEUTRAL] OK, um, I don't know it, you know, some of these things get tied up for in that electronic system.
[AGENT][NEUTRAL] I know, yeah, you can.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Um, is there a call reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial in today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Uh, it looks like the only ones that they paid on were.
[CUSTOMER][NEUTRAL] OK, and I'll just notate to check back in maybe like a week or so and see if y'all have them.
[AGENT][POSITIVE] OK, sounds good. Anything else I can check on for you?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.