AccountId: 011433970860
ContactId: 60e448a8-5daa-4512-9df1-ae70a97e6d53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107629 ms
Total Talk Time (AGENT): 48692 ms
Total Talk Time (CUSTOMER): 36810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/60e448a8-5daa-4512-9df1-ae70a97e6d53_20250604T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Western Surgical Group. I'm just calling because I received a letter from you guys saying that you guys were unable to process the claim because you couldn't find this patient.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you have the policy number, Miss. [PII]?
[CUSTOMER][NEUTRAL] Yes. 02585017.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, yes ma'am, I do show them in our system. You say you received a letter from uh APL saying they cannot locate the patient?
[CUSTOMER][NEUTRAL] I got a letter from Smart Data Solutions.
[AGENT][NEUTRAL] Oh, so payer ID, um.
[AGENT][NEUTRAL] Is there a way you can fax that claim to our office?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I can try.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, a good fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you like, I will also send a copy of that letter just so the um examiners can see that it was submitted previously but looks like it was rejected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Mm no, [PII], that is all. Thank you so much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.