AccountId: 011433970860
ContactId: 4425f827-55da-4c7e-a617-92470002df89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266489 ms
Total Talk Time (AGENT): 65976 ms
Total Talk Time (CUSTOMER): 121302 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4425f827-55da-4c7e-a617-92470002df89_20250620T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Pro's office. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Yeah, I'm great as well. Good to hear that.
[AGENT][NEUTRAL] How can I help?
[CUSTOMER][NEUTRAL] Yeah, I actually need a claim status.
[AGENT][NEUTRAL] All right. Happy to check on a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01865892 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Of course. It's [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name was [PII] and the date of birth was uh [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] The service, data services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And build them out.
[CUSTOMER][NEUTRAL] It's $3,147.
[AGENT][NEUTRAL] And data service just to reconfirm [PII] correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] No claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, would you mind verify the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 608.
[CUSTOMER][NEUTRAL] 608.
[AGENT][NEUTRAL] 6, yeah, 60801. Uh-huh.
[CUSTOMER][NEUTRAL] 01, right?
[CUSTOMER][NEUTRAL] Just give me a second, let me run that through my system.
[CUSTOMER][NEUTRAL] And uh please go ahead with the mailing address.
[AGENT][NEUTRAL] Claims mailing address would be [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. I got that. I think we have submitted to us some wrong mailing address. I'll update this and
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's it. Uh, could you verify the patient is available for the data service? Sorry, eligible for the data service.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] And he's still like to, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, let me confirm one more time the pay ID and the mailing address and the information I have note down. The payer ID is 60801 and the mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And the patient is active for the data service and the patient's policy effective from [PII] to till date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Well in that case, uh, um, can I have the card reference number?
[AGENT][NEUTRAL] Call references my name but stay stay.
[CUSTOMER][NEUTRAL] And sir, can I have the initials your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII]. OK. It's great talking to you, [PII]. Thank you for asking me today. Have a great day and a happy weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You as well bye bye.