AccountId: 011433970860
ContactId: 69994520-85f1-4834-bb7c-e4a7548edb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191270 ms
Total Talk Time (AGENT): 93429 ms
Total Talk Time (CUSTOMER): 73100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/69994520-85f1-4834-bb7c-e4a7548edb7f_20250304T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, you were cutting out. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from your provider's office for claim status.
[AGENT][NEUTRAL] OK, I can assist with that. [PII]. What is your callback number please if disconnected.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII] and that is my direct line.
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] 1482644 M Mary L Lima 7.
[AGENT][NEUTRAL] OK. And to repeat that I have that as 1482644 ML7.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for that verification. I have it pulled up and you call for claim status. I can assist you. Give me one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. What is the date of service and the total charge amount billed?
[CUSTOMER][NEUTRAL] [PII] total charges $1,462.30.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can also take a check claim status by visiting our secure portal at [PII]. You'll be able to also obtain EOBs as well. I did not show that we have that claim on file for that date of service for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] Looks excuse me, it looks like it was mailed to [PII]. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that is not correct. Our mailing address has been updated. I can provide that to you with our fax number and payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the correct mailing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], one second. [PII], [PII] is OK, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and what's the zip? I'm sorry.
[AGENT][NEUTRAL] [PII], no problem.
[CUSTOMER][NEUTRAL] OK, and then the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, I will get this resubmitted and you do call reference numbers?
[AGENT][NEUTRAL] Uh, we do not, but you can use my name and today's date. Last initials [PII], and also [PII], you're able to upload the claim if you want to on the online service center as well, so you're able to do that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.