AccountId: 011433970860
ContactId: 4f237b76-b845-4a03-a1f6-ecb59a84bcb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443730 ms
Total Talk Time (AGENT): 123357 ms
Total Talk Time (CUSTOMER): 133574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4f237b76-b845-4a03-a1f6-ecb59a84bcb3_20250520T18:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII]. Last name initial [PII] for [PII] calling from Norton King's Daughter's Health to check up on the status of the claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims Mr. [PII]. And may I have a callback number just in case um we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] with the [PII] of [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. That's D as in Delta 459-03841.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] No, I have this member ID only.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And we will have to do a name search. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Sure. Last name, last name spells as [PII]
[AGENT][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] Uh, ID again. That's [PII].
[AGENT][NEUTRAL] OK. And may I have the spelling of the first name?
[CUSTOMER][NEUTRAL] Sure. First name spelled as [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] What is the address?
[CUSTOMER][NEUTRAL] The address is.
[CUSTOMER][NEUTRAL] [PII], and the ZIP code is [PII].
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Mr. [PII]. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] For the bill amount $1000 for the bill amount $1,127 even.
[AGENT][NEUTRAL] OK, thank you. That's [PII] for 1,127.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Um, do you have the procedure code?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you mean the CPT codes right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] I have several number of CPD codes.
[AGENT][NEUTRAL] You can give me a couple of them at least.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] CPD code 80053.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] Um, it doesn't look like we have that claim um bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, we have not received that claim as of today, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, so you mean there is no claim on file for the data service and bill amount, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. And could you help me with the claim mailing address?
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Get the address on this 11 moment.
[AGENT][NEUTRAL] OK, so this one goes to IMA before it comes to us. Um, the address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Uh, uh, could you please once again repeat after the [PII] I just I'm so sorry for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's OK. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. And timely finding limit for this?
[AGENT][NEUTRAL] We don't have too many filing limits.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And could you please spell out your good name?
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] I got it. Thank you so much, sir. And help me with the call reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for the information and assistance. Have a great day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm bye-bye.