AccountId: 011433970860
ContactId: 60de1cbb-d3f2-4a1c-a6be-1de0f5657777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221339 ms
Total Talk Time (AGENT): 88116 ms
Total Talk Time (CUSTOMER): 93603 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/2025/06/05/60de1cbb-d3f2-4a1c-a6be-1de0f5657777_20250605T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello sir. My name is [PII]. I'm calling for provider to check on the claim status. Please be informed that this call is being recorded and monitor for training and quality purposes. May I know if we can help you with the patient information to provide the information?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yes, go ahead, [PII] and give me a good policy number.
[CUSTOMER][NEUTRAL] Sure, the policy number is 02513096.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Sure, the callback number will be [PII]. No extension direct line.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Sure. The patient's first name is
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] Alright, thank you for all that information, [PII]. Now you did say you want to check status of a claim. What is that data service on Destiny, please, sir?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure, the
[CUSTOMER][NEUTRAL] Data service was [PII] with the total charges of $216.30.
[AGENT][NEUTRAL] Oh, that was 3.
[CUSTOMER][NEUTRAL] And what was your second question? I didn't get you.
[AGENT][NEUTRAL] I'm sorry, what was that, [PII]?
[CUSTOMER][NEUTRAL] Uh, I didn't go to. What was your second question?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, [PII]. That's correct.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, excuse me, [PII]. OK, let me, give me just a minute and let me do some checking.
[AGENT][NEUTRAL] Alright, let's see, [PII], I don't.
[AGENT][NEUTRAL] Don't say anything for that date of service. So, tell me where did you send your claim to? What address?
[CUSTOMER][NEUTRAL] Yeah, I'm just checking that.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] It was uh electronic submission.
[CUSTOMER][NEUTRAL] And the payer ID was 57,080.
[AGENT][NEUTRAL] 5780.
[CUSTOMER][NEUTRAL] No, 57,080.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, let me make sure that.
[AGENT][NEUTRAL] Yeah, I think that's the wrong electronic payer ID number. Let me give you this correct payer ID number, [PII], and you can resend that claim, but that payer ID number is 64556.
[CUSTOMER][NEUTRAL] 556, got it. So I just wanted to confirm the mailing address too. Is it [PII]?
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] Yes, that's still the same mailing address, yes.
[CUSTOMER][NEUTRAL] OK, got it. I just wanted to know is the patient active on the data service?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, patient is still active, yes, sir, on that data service.
[CUSTOMER][NEUTRAL] OK. Uh, what was the policy effective date?
[AGENT][NEUTRAL] Effective date on this medical, I mean, this hospital indemnity plan was [PII]. Patient is current and