AccountId: 011433970860
ContactId: 678123f8-f2f5-4af6-a44a-cd5fbd870e00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299929 ms
Total Talk Time (AGENT): 93205 ms
Total Talk Time (CUSTOMER): 118704 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/678123f8-f2f5-4af6-a44a-cd5fbd870e00_20250319T18:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have a 02135112.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] OK. And what was the date of service and amount of the charge, please?
[CUSTOMER][NEUTRAL] It is [PII] and for $897.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I don't show we received the claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, let's see, um, [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am, that is correct. Uh, but I don't show we received the claim. So if you like, you can resubmit via mail or I can give you a fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can, um, definitely, uh, resubmit, um, and I have actually two more claims check, uh, can I check those as well?
[AGENT][NEUTRAL] Uh, for the same patient or different patient? OK.
[CUSTOMER][NEUTRAL] But there were different people or different patients.
[AGENT][NEUTRAL] All right, give me one quick moment, Ms. [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what is the next policy number, please?
[CUSTOMER][NEUTRAL] Um 01979937.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and uh [PII].
[AGENT][NEUTRAL] OK, and date of service, amount of the charge.
[CUSTOMER][NEUTRAL] Uh, [PII] and $51.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I don't show we received that claim.
[CUSTOMER][NEUTRAL] OK, I'll resubmit that one as well.
[AGENT][NEUTRAL] I mean one moment. I just have to do a note.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what is that next policy number?
[CUSTOMER][NEUTRAL] It is 02498570.
[AGENT][NEUTRAL] OK, yeah, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, date of service, amount of the charge.
[CUSTOMER][NEUTRAL] [PII], and $2,368.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the balance after primary?
[CUSTOMER][NEUTRAL] Um, the down at the primary uh $795.99.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] It is let's see I have [PII] or maybe under another name um [PII] I can't I'm sorry about pronounce that.
[CUSTOMER][NEUTRAL] Do you see another name?
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] I don't show that claim has been received as well. I'm sorry.
[CUSTOMER][NEUTRAL] OK, no problem. I can resubmit that as well and lastly, can I have your name and a reference if you provide them.
[AGENT][NEUTRAL] It's [PII], and if you like uh reference, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, I sure will thank you so much, [PII], and I hope you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.