AccountId: 011433970860
ContactId: 5ced813f-8766-402d-b23d-4236e550e4a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172330 ms
Total Talk Time (AGENT): 77302 ms
Total Talk Time (CUSTOMER): 70855 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5ced813f-8766-402d-b23d-4236e550e4a7_20250108T15:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling to inquire about a claim for a patient of ours.
[AGENT][POSITIVE] Yeah, I'd love to help you with claim status today, my friend. Can I have, I'm so sorry, can I have your name and a good call back number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, Miss [PII]. And may I also have that policy number handy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02510357.
[AGENT][POSITIVE] Wonderful. Thank you so much. Let me get everything pulled on up.
[AGENT][NEUTRAL] And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. And do you have the claim number you're wanting to look at or is there a date of service you're wanting me to look up?
[CUSTOMER][NEUTRAL] I get data service.
[AGENT][POSITIVE] Perfect um.
[CUSTOMER][NEUTRAL] 10:15.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1015 of 24.
[AGENT][POSITIVE] The 24 Wonderful. Oh, hold on one second.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEGATIVE] I'm sorry, I went to the wrong screen.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] I'm not seeing anything for 10:15 on file for Ms. [PII]. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, that's strange because we sent it, uh, let's see here looks like we sent it on the same day and look through our, um, electronic submissions through Vine and it shows that it was accepted.
[CUSTOMER][NEGATIVE] And we've gotten other payments for other things. I'm not sure why that one wouldn't have gone through.
[CUSTOMER][NEUTRAL] Should be for cleaning exam.
[CUSTOMER][NEUTRAL] X-rays
[CUSTOMER][NEUTRAL] Nothing for that 10:15.
[AGENT][POSITIVE] No, I'm so sorry. I
[CUSTOMER][NEUTRAL] OK, I'm gonna try to reset it.
[AGENT][NEUTRAL] I have a 10:31, but not a 10.
[AGENT][NEUTRAL] 15
[CUSTOMER][NEUTRAL] Yeah, she, yeah she was in at 10:31 and we've already gotten.
[CUSTOMER][NEUTRAL] Heard back from you guys from that one. I just don't have anything on that 10:15 1, so.
[AGENT][POSITIVE] Yes, if you could resend it we do not have a timely filing limit um and we will absolutely process it as soon as we have it and I'm so sorry about I don't know what went wrong but we'll definitely take care of you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, alright, I just resent it in our Vine portal, so I'll see if it goes through this time.
[AGENT][POSITIVE] Perfect thank you so much for calling us here at APL, Miss [PII], and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you thank you you too.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.