AccountId: 011433970860
ContactId: 545592a9-a3f5-471f-93a9-c00ef5649cc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254570 ms
Total Talk Time (AGENT): 81328 ms
Total Talk Time (CUSTOMER): 108575 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/545592a9-a3f5-471f-93a9-c00ef5649cc5_20250528T20:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider office, checking for claim status. Could you spell out your name, please?
[AGENT][NEUTRAL] Sure, [PII] last initial [PII] and I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 02555889.
[AGENT][NEUTRAL] OK, thank you one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah. The date of service is [PII] and the charge amount is
[CUSTOMER][NEUTRAL] $2,996 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $546 even.
[AGENT][NEUTRAL] OK, I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. [PII].
[AGENT][NEUTRAL] That is correct. Um, if you like, I can give you our fax number if you would like to fax the claim to our office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you repeat that?
[AGENT][NEUTRAL] I said, if you like, I can give you our fax number if you would like to fax the claim to our office.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, you can remail the claim to that address. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I want to check claim status.
[AGENT][NEUTRAL] OK, you gave me the date of service amount of the charge. We have not received the claim, so you can remail the claim to our office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yeah, sure. OK. Uh, so, OK, OK, so what is the call reference number, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Name and date.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It and uh could you help me with the uh eligibility for this member. So started and ended for this, uh.
[AGENT][NEUTRAL] Effective December, effective [PII], policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Uh, and the pay ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim is still uh not on file, right?
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] OK. Uh, what is the caller reference number, please?
[AGENT][NEUTRAL] As I stated, you may use my name at today's date if you like, [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, OK. Sorry. So thank you, thank you, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, thank you for assisting me.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.