AccountId: 011433970860
ContactId: 4541e36e-7ba4-486c-b585-8e4648143ce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145660 ms
Total Talk Time (AGENT): 50972 ms
Total Talk Time (CUSTOMER): 61196 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4541e36e-7ba4-486c-b585-8e4648143ce6_20250612T14:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling with the provider's office and I'm trying to see if you guys have a claim on file for us.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII] spelled [PII]
[AGENT][POSITIVE] And [PII] if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have 02506213.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you for that information and if you can verify the tax ID for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK, we don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, can you verify the address because we did submit it on paper with the primary insurance um EOB.
[AGENT][NEUTRAL] Um, the mailing address is.
[CUSTOMER][NEUTRAL] Um, we sent it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the [PII]. Did you want either the payer ID or the fax number?
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I'll take both please.
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let me just repeat that um you said [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect. Alright, sounds good thank you so much, [PII] for your help. um do you give uh call reference numbers out?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, not at the moment thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.