AccountId: 011433970860
ContactId: 6523816c-c611-4705-b424-71e9e95e6962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482790 ms
Total Talk Time (AGENT): 109755 ms
Total Talk Time (CUSTOMER): 102188 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6523816c-c611-4705-b424-71e9e95e6962_20250423T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Crooked Industry.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. Hi, [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Mm, I just want to check the claim status. That's it.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. Can I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and you said you were from Broken Industries?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] It's true care, not broken, true care.
[AGENT][NEUTRAL] TrueCare.
[AGENT][NEUTRAL] OK, thank you. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] Uh, yeah, first policy number is
[CUSTOMER][NEUTRAL] 02346815.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Uh, the name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[AGENT][NEUTRAL] OK, let me pull up this policy.
[AGENT][NEUTRAL] And what is the charge amount?
[CUSTOMER][NEUTRAL] It's $354.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold while I look this claim up for you, [PII] and I'll be right back.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 28 [PII].
[AGENT][NEUTRAL] 5.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. It's looking on data service of [PII]. I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what is the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK and the address?
[AGENT][NEUTRAL] The uh claim address is PO Box.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, on that, um, some we sent a claim, uh, multiple times and you said that you found this. I placed switching in on [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, sir, not for that date of service.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] What is the choir number?
[AGENT][NEUTRAL] You can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Patient said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that everything I can help you with today?
[CUSTOMER][NEUTRAL] Uh, yeah, I have one more data service on [PII].
[AGENT][NEUTRAL] OK, and then is it for the same patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the charge amount?
[CUSTOMER][NEUTRAL] It's $136.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I look up this claim and I'll be right back sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.