AccountId: 011433970860
ContactId: 6a7bb114-2562-4470-a42e-a257268740bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445859 ms
Total Talk Time (AGENT): 122571 ms
Total Talk Time (CUSTOMER): 147239 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/6a7bb114-2562-4470-a42e-a257268740bf_20250106T14:25_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from a provider's office just trying to figure out the status of a claim. I tried to go online and it said to press option 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is what I just did. Are you able to help me?
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] I can assist you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01986598 ML8.
[AGENT][POSITIVE] Mm. Thank you.
[CUSTOMER][NEUTRAL] Well, I don't
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And Ms. [PII], may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um, yes, the date of service is [PII], and the claim amount is $1450.
[AGENT][NEUTRAL] OK, thank you. And let me check and see if I can find this claim for you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] from the bottom and you send those things instead of putting.
[AGENT][NEUTRAL] I'm waiting on my system.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you for your patience.
[AGENT][NEUTRAL] Mm, maybe having system problem. um, do you mind holding for me just a minute, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, can you say that again?
[AGENT][NEUTRAL] Can you uh hold for me on the line? I'm just gonna try to pull it up again and yeah it looks like it's just not pulling up. I don't know why.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] That's OK, thank you, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. All right, um, you said the total charge amount is 1450?
[CUSTOMER][NEUTRAL] Um, let me get back in there, sorry, um, yeah, 1450.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I did not find a claim for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's interesting.
[CUSTOMER][NEUTRAL] It's hard to really tell. All I can see is that it went to paper.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What did he go to?
[CUSTOMER][NEUTRAL] To American public life.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm. That is the correct address. And that was facility charges or was it like um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I feel like a procedure.
[CUSTOMER][NEUTRAL] Um, well, I, I think it probably went because it's a secondary insurance, so probably, uh, the United EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, was probably sent along with it to show what was going to the patient.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, pull, um, the documents because we did receive some, some claims for that data service but um none of them for 1450.
[CUSTOMER][NEUTRAL] Yeah, I see that.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's why I figured it it had to be the right address but some of them are.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You guys didn't pay it went to her.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so you can't find it anywhere.
[AGENT][NEUTRAL] No, no, it's not on file. We have not received that claim as of today.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright, alright, well thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, Ms. [PII], and there's no timely filing limit. So if you still need to send that claim, you can, um, to see if it's gonna be payable if she still has funds, OK.
[CUSTOMER][POSITIVE] Oh, OK, yep, I can send that along thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, you wanna, if I can just maybe confirm, um, the zip code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just to be sure, I mean it's gotta be right [PII].
[AGENT][POSITIVE] Mhm. Yes, that is correct, yes.
[CUSTOMER][NEUTRAL] OK, alright, alright, I will um.
[CUSTOMER][NEUTRAL] I'll resend this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.