AccountId: 011433970860
ContactId: 5a130b94-27d3-4851-969f-c89d6ccc2546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231990 ms
Total Talk Time (AGENT): 91847 ms
Total Talk Time (CUSTOMER): 61919 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5a130b94-27d3-4851-969f-c89d6ccc2546_20250602T12:33_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check on a claim please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. And first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am um
[CUSTOMER][POSITIVE] Oh my gosh, you asked me for what? I'm so sorry.
[AGENT][NEUTRAL] Oh, I'm sorry. Um, I ask for your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'm sorry but because my brain just stopped. Um, my name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, yes ma'am, it's 240-889-3.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and are you checking on claim status or benefits?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII] we billed $838.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file with that date of service and bill charges. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Probably I know it's a hard copy um.
[CUSTOMER][NEUTRAL] Dang it.
[CUSTOMER][NEUTRAL] I'm trying to get back over there, um, we sent it to [PII].
[AGENT][NEUTRAL] OK. No, ma'am. That's our old mailing address and claims can also be faxed in and we have a pair ID if you would like one of those methods also.
[CUSTOMER][NEUTRAL] OK, wait, what's the fax number?
[AGENT][NEUTRAL] And the fax number is [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then um what's the correct address so I can fix this in my system.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And that goes to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was the last 4?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, and what's the payer?
[AGENT][NEUTRAL] The pair ID is 60801.
[CUSTOMER][POSITIVE] Perfect thank you so much. I'll get this over to you guys. I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.