AccountId: 011433970860
ContactId: 6550f5cb-7eb0-42ef-98b1-fc5b2fb91986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340859 ms
Total Talk Time (AGENT): 98720 ms
Total Talk Time (CUSTOMER): 132574 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6550f5cb-7eb0-42ef-98b1-fc5b2fb91986_20250327T13:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. How are you? My name is [PII].
[AGENT][POSITIVE] I'm great, thanks. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty good thank you I'm just calling in regards to a claim.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] It's uh [PII], no extension, and the policy number that I have, it is 02283218.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] They see.
[CUSTOMER][NEUTRAL] With one
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] So I didn't hear you when you provided me the name.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] was one.
[AGENT][NEUTRAL] Can you spell her name?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] OK, there are 2 claims. Let's start with 1.
[CUSTOMER][NEUTRAL] One was um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file for 3-19 to 25. Did you recently send it?
[CUSTOMER][NEUTRAL] Uh, we sent it on [PII], the same day.
[CUSTOMER][NEUTRAL] We send it electronically and the payer ID that we have is 60801.
[AGENT][NEUTRAL] What's your next date of service?
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK, so the next date of service is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have that claim on file. however, it's currently pending and it's waiting on we're waiting on verification to be verified, eligibility to be verified.
[CUSTOMER][NEUTRAL] OK, so we send both like the [PII] we send it on the [PII] and the [PII] on the [PII], and you only receive one and it's the same payer ID, same address.
[AGENT][NEUTRAL] I said that there is no claim process for the date of service of [PII].
[AGENT][NEUTRAL] There is a claim process for [PII].
[CUSTOMER][NEUTRAL] Yeah, but that's what I'm saying we send it to the same for your ID.
[CUSTOMER][NEUTRAL] Exactly that that one is pending and it's processing, but um, but my question is we send both of them to the same page or ID to the same address and you only receive one.
[AGENT][NEUTRAL] No, I said that one was processed for [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Exactly, so we send it to that pager ID.
[AGENT][NEGATIVE] I said there is no claim process, correct, but there is no claim process for this for [PII] is what I stated I never stated that we only received one. I stated that there is no claim on file that has been processed for [PII].
[CUSTOMER][NEUTRAL] OK, so it shows that you received the claim on the [PII]?
[AGENT][NEUTRAL] So I can check the the history to verify if we received the claim.
[CUSTOMER][NEUTRAL] Can you check for me please just to make sure that you guys receive it I understand it it hasn't been reviewed yet, but at least to know you received the claim.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] I'm searching the database.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] This claim was received [PII] and it's currently in line waiting to be processed for data service [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Oh, I do apologize for that. I was talking to you. I didn't know I was on mute. I'm sorry. um, I said thank you so much for the information that's all I need. May I please have a reference number for this call?
[AGENT][NEUTRAL] We don't provide reference numbers. You can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you very much [PII]. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.