AccountId: 011433970860
ContactId: 41a6f843-b2ec-41b4-b1d9-a4f87bee8158
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226940 ms
Total Talk Time (AGENT): 68524 ms
Total Talk Time (CUSTOMER): 60490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/41a6f843-b2ec-41b4-b1d9-a4f87bee8158_20250220T17:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I need help on a claim, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. [PII] and that is direct.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02298029 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you needed help with a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] [PII] for $180.
[AGENT][NEUTRAL] And what was the procedure code for that data service?
[CUSTOMER][NEUTRAL] Uh, let me pull that up.
[CUSTOMER][NEUTRAL] Uh, that is 971-12.
[CUSTOMER][NEUTRAL] Modifier GP.
[AGENT][NEUTRAL] Looks like we paid $63.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second, let me see when we pay that.
[AGENT][NEUTRAL] That was paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you check one more date for me?
[AGENT][NEUTRAL] Hold on just a second, let me check something on this one real quick. Hold on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK, and that check cleared [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And what's the other data service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For $180.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, we do not have that claim.
[CUSTOMER][NEUTRAL] Do you have a fax where we can submit claims with the primary EOB?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] I appreciate your help. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye