AccountId: 011433970860
ContactId: 62c8f4b7-178e-4b56-a356-e0767889eee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237369 ms
Total Talk Time (AGENT): 122860 ms
Total Talk Time (CUSTOMER): 62886 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/62c8f4b7-178e-4b56-a356-e0767889eee7_20250509T13:48_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am [PII] calling from provider's office to account claim status.
[AGENT][POSITIVE] Alright, [PII], go ahead and give me a good policy number, please, ma'am. I'll be glad to help you.
[CUSTOMER][NEUTRAL] Sorry, could you please repeat once?
[AGENT][NEUTRAL] I need the member's policy number, [PII].
[CUSTOMER][NEUTRAL] This is the member's policy number is?
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] 02283844 M as in Mike Lima number 7.
[AGENT][NEUTRAL] Alright, thank you for that information. Now, while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it is [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII], and you did say you want to check status of a claim. What data service please, ma'am?
[CUSTOMER][NEUTRAL] This data service is [PII]. Bill the amount is.
[CUSTOMER][NEUTRAL] $235 even.
[AGENT][NEUTRAL] Alrighty, let's see, 34.
[AGENT][NEUTRAL] And your total bill is $235. It looks like we do have that claim in-house. They do not have DME.
[AGENT][NEGATIVE] Covered here, so that has been denied.
[CUSTOMER][NEUTRAL] OK. May I know the fax number to send an a bill?
[AGENT][NEUTRAL] Fax number [PII].
[AGENT][NEUTRAL] [PII] and put attention appeals department.
[AGENT][NEUTRAL] Let me give you your claim number.
[CUSTOMER][NEUTRAL] Could you please repeat the fax number once?
[AGENT][NEUTRAL] Yes, ma'am. 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and the mailing address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Our zip is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And let me give you the claim number that you need to associate on that appeal letter, your claim number 3593052.
[CUSTOMER][POSITIVE] OK. Thanks.
[CUSTOMER][POSITIVE] OK. Thank you, thank you so much.
[AGENT][POSITIVE] You're so welcome. Is that all that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thanks, thank you, thank you so much, sir.
[AGENT][POSITIVE] Yes, ma'am, and thank you, [PII], for calling APL. You have a great rest of your day.