AccountId: 011433970860
ContactId: 444b96c8-e927-4b83-bd30-283970e78134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246660 ms
Total Talk Time (AGENT): 108750 ms
Total Talk Time (CUSTOMER): 65301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/444b96c8-e927-4b83-bd30-283970e78134_20250331T14:25_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]. I'm calling for claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes, it's 02567400.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here, one moment. And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, direct line [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for that. And then data service.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Filled them out.
[CUSTOMER][NEUTRAL] $646.87.
[AGENT][POSITIVE] Alright, thank you so much. Let me take a look here. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not showing any claims on file, [PII], for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, let me see what the claim was submitted to.
[CUSTOMER][NEUTRAL] This the claim was submitted to payer ID 07689.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 07689.
[CUSTOMER][NEGATIVE] It's incorrect.
[AGENT][NEUTRAL] Yeah, that doesn't sound right. Let me double check here. Give me just one sec.
[AGENT][NEUTRAL] It doesn't, yeah, that, but that doesn't sound like a familiar one to me, you know, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have a, um, to submit the claim, can I have a pair ID and a PO box address for the pair?
[AGENT][POSITIVE] Yes, absolutely. Um.
[AGENT][NEUTRAL] So the payer ID is going to be 64.
[AGENT][NEUTRAL] 556.
[AGENT][NEUTRAL] And then the claims mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and the pay ID it is 64556.
[AGENT][POSITIVE] Yes, ma'am. That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] Do you have the patient coverage effective date?
[AGENT][NEUTRAL] Uh, yes, absolutely. So patient is active from [PII], uh, still active.
[CUSTOMER][NEUTRAL] OK, thank you. So I'm gonna submit this claim to, is it going to AIMA or APL?
[AGENT][NEUTRAL] No, ma'am, yeah, it does go to attention to IMA Inc at that [PII].
[CUSTOMER][NEUTRAL] I am a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] IMA Inc.
[CUSTOMER][NEUTRAL] OK, I have it. 217.
[CUSTOMER][NEUTRAL] OK, may I have a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial then today's date. My name again is [PII], which is [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. You have a good day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] OK bye.