AccountId: 011433970860
ContactId: 51da88bc-5616-44de-b4e7-4edaf1b7c5c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200279 ms
Total Talk Time (AGENT): 71810 ms
Total Talk Time (CUSTOMER): 78067 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/51da88bc-5616-44de-b4e7-4edaf1b7c5c5_20250404T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII], and I'm with Moser and Adontics, and I am calling to check on a claim.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Uh, quite a while ago.
[AGENT][NEUTRAL] OK, and may I have your call back number please [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number?
[CUSTOMER][NEUTRAL] We have 02261126.
[AGENT][NEUTRAL] Thank you, I have that as 02261126. 1 moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and again you're calling for claim status. Um, what's that date of service and total charge amount please? I can help you.
[CUSTOMER][NEUTRAL] OK, let's see, the date of service was um [PII] and it was for $85.
[AGENT][POSITIVE] Thank you very much. One moment please here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was [PII]. OK.
[AGENT][NEUTRAL] Just search again.
[AGENT][NEUTRAL] I did not show a claim on file for [PII] for that date of service.
[CUSTOMER][NEUTRAL] OK, see I called in January to check on the claim and, and they didn't have it so I resent it um back in January and so I just wanna make sure that I have the correct um post office box for claims for you guys and then the payer ID maybe that's what's going on the wrong one or something so.
[AGENT][NEUTRAL] Let me just check again.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our mailing address is APL claims [PII].
[AGENT][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, we also have a fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, and your fax you said you have a fax?
[AGENT][NEUTRAL] Yes, we do. It is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you very much that's definitely not what we have so I appreciate your help.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] You're welcome, sir. I'm sorry about that. I'm so sorry. um, anything else I can help you with?
[CUSTOMER][POSITIVE] That is everything have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APL take care bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.