AccountId: 011433970860
ContactId: 51fbf86a-c99c-4d92-a3a5-2209ec0923c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201610 ms
Total Talk Time (AGENT): 82375 ms
Total Talk Time (CUSTOMER): 56205 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/51fbf86a-c99c-4d92-a3a5-2209ec0923c8_20250131T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I was calling to, um, I was uh calling to get claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], are you with a provider or are you the insured?
[CUSTOMER][NEUTRAL] Uh, provider.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02498570
[AGENT][NEUTRAL] OK. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] And the date of service is [PII]?
[AGENT][NEUTRAL] [PII], uh, do you have the bill amount?
[CUSTOMER][NEUTRAL] The bill amount was 2,368.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry, you did say just to confirm, [PII] and the bill amount was $2,368.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, I'm sorry, what was the name of the, uh, provider's office that you're with?
[CUSTOMER][NEUTRAL] Uh, yes, it's um MUSC physicians.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] OK, it does not look like we received uh that claim from you [PII]. I have one claim for that data service it's a completely different amount and it is from a different provider.
[CUSTOMER][NEUTRAL] OK, um, is your claims address [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, let me get that as well.
[AGENT][NEUTRAL] Of course, OK, so our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and your payer ID?
[AGENT][NEUTRAL] Pay your ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, very good. I will resubmit then um could I get your name and reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.