AccountId: 011433970860
ContactId: 470773ec-98d1-4dcf-b810-caaa700c31ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333179 ms
Total Talk Time (AGENT): 123753 ms
Total Talk Time (CUSTOMER): 223958 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/470773ec-98d1-4dcf-b810-caaa700c31ca_20250213T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, thank you so much. This is [PII]. I'm calling you from the provider office. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] Yes, um, great. OK. Thank you so much for asking.
[CUSTOMER][NEUTRAL] Uh, OK, [PII]. Actually, I'm just calling you regarding, uh, yesterday I talked with your one of your presentative, uh, her name is [PII]. And like, uh, I, she was supposed to sending me the EOB of one of my patients, but she didn't fax me it. I'm just waiting for that. So, yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can get that EOB faxed to you. Alright, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number would be [PII].
[CUSTOMER][NEUTRAL] So look at the.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. I have the policy number which is 02274045.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK. The, let me tell you just a moment. The patient name is, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] OK, OK. So the patient name is [PII]. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the [PII] is like the last name, it's [PII]. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is, is he the patient that this was for?
[CUSTOMER][NEUTRAL] Yeah, and the date of birth is
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Was that the patient that this claim was for?
[CUSTOMER][NEUTRAL] Yeah, this, uh, yeah, that is correct. And the date of birth of the patient is, it's like, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] do you have that claim number?
[CUSTOMER][NEUTRAL] Uh, let me tell you, no, I don't have the claim number. I just have the policy number which is, which I just told you. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Um, the reason I ask, [PII], I'm sorry, I'm, I'm not seeing that we've received any claims for [PII] under this policy. Was this for, um, dental?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, uh, this is for the medical.
[AGENT][NEUTRAL] OK, so the policy number you gave me was actually his dental policy, so that would explain that. OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK, OK, OK. Sure.
[AGENT][NEUTRAL] There we go, OK, um, what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] The date of service is going to be [PII].
[AGENT][NEUTRAL] OK, and then the uh bill amount please.
[CUSTOMER][NEUTRAL] OK. The bill amount is $895.06.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and all be to you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Was this, um, is it Emily's Medical group?
[CUSTOMER][NEUTRAL] Yes, Emily Medical Group.
[AGENT][NEUTRAL] OK, got it. OK, um, alright, um, what was that fax number for you, [PII]? I'll get this sent to you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Sure. The fax number is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, I'm gonna just put this to your attention.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would I put the facts to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, I will go ahead and send that to you. Uh, you should get it here in maybe 10-15 minutes depending on how busy your machine is. Did you want me to go ahead and give you that claim number as well?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][POSITIVE] Sure, uh, that would be very kind of you.
[AGENT][NEUTRAL] Of course let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready whenever you are.
[AGENT][NEUTRAL] OK, yeah, that is 355-0617.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that is the claim number for APL. OK. OK. And may I have the reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, it's [PII], it's [PII], right? OK.
[AGENT][NEUTRAL] Correct, yes, and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK, last initial is [PII] OK. No, uh, OK, [PII], thank you so much, uh, for letting me know. So I'm waiting for the EUB. So thank you so much. It was very helpful for me and I really appreciate your time and patience, OK? So.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APLO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] the.