AccountId: 011433970860
ContactId: 4677601a-3d44-46f0-b02e-79520c4bd1a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229720 ms
Total Talk Time (AGENT): 91509 ms
Total Talk Time (CUSTOMER): 95445 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4677601a-3d44-46f0-b02e-79520c4bd1a2_20250129T18:37_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I needed to check claim status please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] 02 God it's being a Monday 02329030 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And [PII], what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, let's see, hold on for the date of birth.
[CUSTOMER][NEUTRAL] Uh, no, no, no, no, [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Not [PII] build them out with $1200.
[AGENT][NEUTRAL] So I'm not showing a claim on file for this member. This member had a policy since.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and since that period, there is no claims attached to this number.
[CUSTOMER][POSITIVE] Interesting. OK, I had a uh.
[AGENT][NEUTRAL] Could you verify how you submitted that claim?
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] Uh, I called and they said they couldn't find one, so I was told to fax it to [PII] with the original EOB.
[AGENT][NEUTRAL] That's not our face number.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 32.
[AGENT][NEUTRAL] No, it's 942-3. It's [PII] is the correct fax number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yep, [PII]. We have a payer ID number 60801.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][MIXED] Interesting, but you don't see any sign of the.
[CUSTOMER][NEUTRAL] Of the of the claim that I supposedly faxed over with the EOB being found.
[AGENT][NEGATIVE] You faxed it to the wrong number. It wasn't the correct fax number. Neither number that you provided was the correct fax number. So unfortunately we didn't receive it because it wasn't the correct fax number. I just gave you the correct fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number to the call?
[AGENT][NEUTRAL] No, we don't provide those, [PII], however, you can use my name in today's date as a reference. Would you like the payer ID as well for electronic submission of a claim?
[CUSTOMER][NEUTRAL] I think you gave it to me as 60801, right?
[AGENT][NEUTRAL] Yes, that is correct, and I'm not sure what mailing address that you have, but do you have a claims mailing address?
[CUSTOMER][NEUTRAL] OK. I got it.
[CUSTOMER][NEUTRAL] I'll just fax it.
[AGENT][NEUTRAL] Alright, so that's [PII].
[CUSTOMER][POSITIVE] It's faster
[CUSTOMER][POSITIVE] OK. Uh thank you very much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Did you