AccountId: 011433970860
ContactId: 496f99a8-95e0-47c0-aa0f-50fe60d569f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245080 ms
Total Talk Time (AGENT): 85349 ms
Total Talk Time (CUSTOMER): 61240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/496f99a8-95e0-47c0-aa0f-50fe60d569f7_20250110T20:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from A Upstate. I'm calling to check the status of a medical claim, please.
[AGENT][NEUTRAL] OK, I can help you, Ms. [PII] with a medical claim. Um, what is your callback number, please, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 02510922.
[AGENT][NEUTRAL] OK let me pull that policy in.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] $165.02.
[AGENT][NEUTRAL] OK, and you said that you're calling from Aid upstate?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I pull in that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi Miss [PII], this is [PII] back with you again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I will refile thank you.
[AGENT][NEUTRAL] You're very welcome. Do you need um the payer ID number or the address to send the claims to?
[CUSTOMER][NEUTRAL] Um, let me see, yes, if you can verify the address please.
[AGENT][NEUTRAL] Yes ma'am, it's PO Box 248,950, that's in [PII].
[CUSTOMER][NEUTRAL] 248
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, can you repeat that PO box again? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. It's 248,950.
[CUSTOMER][NEUTRAL] Oh you said [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm. And the zip again?
[AGENT][NEUTRAL] And then the zip, the zip it's [PII].
[CUSTOMER][POSITIVE] OK, alright, I will send that out. Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a good weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.