AccountId: 011433970860
ContactId: 513f811d-1f76-4872-bc9d-e5c4f815eeec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201059 ms
Total Talk Time (AGENT): 69690 ms
Total Talk Time (CUSTOMER): 74482 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/513f811d-1f76-4872-bc9d-e5c4f815eeec_20250417T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hello, ma'am. My name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][POSITIVE] OK, I can check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] spelled as [PII] initial to my last name, [PII].
[AGENT][POSITIVE] OK, thank you [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 02467703.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII] total charge $500 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and there it doesn't look like we have received this claim. I don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK, I do have just uh 2 more 2 more data services to check for the same patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's [PII] total charge $379.
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, and can you provide me the claim number for this one?
[AGENT][NEUTRAL] Absolutely, that is 358-840-07.
[CUSTOMER][NEUTRAL] Oh thank you. And just one last claim uh for the date of service [PII].
[CUSTOMER][NEUTRAL] Total charge $1,761.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Alright, I don't have any claims for that date of service either.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. That's all you have a great day ahead. Just and uh also the
[AGENT][POSITIVE] OK yeah thanks for calling
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, call reference.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with there?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] But