AccountId: 011433970860
ContactId: 4081989e-0496-45bc-a3c1-49e3b211435d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303579 ms
Total Talk Time (AGENT): 114258 ms
Total Talk Time (CUSTOMER): 101955 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4081989e-0496-45bc-a3c1-49e3b211435d_20250210T16:52_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] Yeah, ma'am. Uh, my first name is [PII] and last name is [PII]. I need to claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], where are you calling from? What's the name of the facility or a doctor?
[CUSTOMER][NEUTRAL] It's [PII] MDPA.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 01751226 M. for Mary, L for Lima, number 8.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] patient's first name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEGATIVE] Date of service is [PII] and the charge mark is $468 even.
[AGENT][NEUTRAL] [PII], the amount of 458?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and for the future, you can check claim status online through our website at [PII] and that's just optional. And one moment.
[AGENT][NEUTRAL] We don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, not lemon pilots. OK, uh, so the patient is active on the date of service.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, the policy effective date was [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK, no problem. May you provide me the mailing address and the fax number so that we submit our claim?
[AGENT][NEUTRAL] Sure, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEGATIVE] 00, ma'am, it's quite difficult. It's quite difficult to understand. It's [PII] and please spell after that informatics.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] OK. And after that?
[AGENT][NEUTRAL] And the state is [PII], which is OK.
[CUSTOMER][NEUTRAL] Give me a second. It's difficult. Give me a second. Let me check, uh, CMS.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yeah, yeah, got it.
[CUSTOMER][NEUTRAL] A mama put this here.
[CUSTOMER][NEUTRAL] It's uh [PII] [PII] City, OK, [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yeah, also provide me the fax number.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm repeating it, it's [PII].
[AGENT][NEUTRAL] No. 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Call reference. Please provide me the call reference.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII].
[CUSTOMER][NEUTRAL] May you spell your, may you spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day. Bye-bye, take care.