AccountId: 011433970860
ContactId: 5505b80d-9006-420d-be9f-96b30a966805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379079 ms
Total Talk Time (AGENT): 122658 ms
Total Talk Time (CUSTOMER): 63561 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5505b80d-9006-420d-be9f-96b30a966805_20250127T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Wichita Falls Gastroenterology. I'm looking for a claim status for a patient.
[AGENT][NEUTRAL] [PII], what is your callback number if disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 112.
[CUSTOMER][NEUTRAL] 1325.
[AGENT][NEUTRAL] OK, that was 1121325. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And again, you're calling for claim status. I can assist you, [PII]. You can also check claim status by visiting our secure portal at [PII]. What is the date of service and total charge amount, please?
[CUSTOMER][NEUTRAL] On [PII] and the bill amount is $795.
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment, please.
[AGENT][NEUTRAL] And let me just repeat that to make sure I have that correct. I have it as [PII], total charge amount $795 total. We do not have that claim on file.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK. Can you check one more date of service? [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $255.
[AGENT][NEUTRAL] OK, one moment, I'll check that for you as well. One moment.
[AGENT][NEUTRAL] OK, I showed that claim not to be on file as well. May, may I place you on hold? I just wanna check to see if we have one claim in line to be reviewed and processed. I just want to check to see if this is one of the claims that you're asking about if you could hold for me. OK, thank you.
[CUSTOMER][POSITIVE] Sure, sure. No problem.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Are you there? OK, thank you so much for your patience. Thank you. I'm still waiting for that image to populate, but I can go ahead and verify your mailing address, fax number and payer ID with you until this comes up. Sorry about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem. Can you also confirm the PL ID?
[AGENT][NEUTRAL] Yes, of course. Our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And our fax number is [PII].
[AGENT][NEUTRAL] I'm so sorry. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you, and our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and my apologies um [PII] is still has not populated yet the claim so I cannot tell if.
[AGENT][POSITIVE] We have received one of the claims. I'm so sorry.
[CUSTOMER][NEUTRAL] No problem. Can you give me
[CUSTOMER][NEUTRAL] OK. Can you give me the reference number for this card?
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name [PII] last initial [PII], and today's date. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much. That's all the information I needed. Have a nice day.
[AGENT][POSITIVE] Uh thank you for calling APL. Take care bye.