AccountId: 011433970860
ContactId: 6ad19751-dcd0-4f79-80b9-4ce60fa17aec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178039 ms
Total Talk Time (AGENT): 48188 ms
Total Talk Time (CUSTOMER): 67749 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/6ad19751-dcd0-4f79-80b9-4ce60fa17aec_20250422T14:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from a provider's office.
[CUSTOMER][NEUTRAL] And I need help on the claims.
[AGENT][POSITIVE] I'd be happy to assist with claim status today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be, give me a second here.
[CUSTOMER][NEUTRAL] 02141814 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] OK, 3 of them, um, [PII] for 250.
[AGENT][NEUTRAL] Thank you for that information. OK, and what's your tax ID?
[CUSTOMER][NEUTRAL] Yes, my tax ID is [PII].
[AGENT][NEUTRAL] OK, I'm showing the claim denied because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK, may I have the claim number? I do have the fax because I called before, but I only call for the [PII] services, and she gave me a fax to to fax it in. I just need the claim number for these three data services that I'm missing if you don't mind.
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Let me go back to that screen. What was the date of service again?
[CUSTOMER][NEUTRAL] [PII] for 250.
[AGENT][NEUTRAL] So that claim number is 3555868.
[CUSTOMER][NEUTRAL] OK, the next one is [PII] for 150.
[AGENT][NEUTRAL] 355-5865
[CUSTOMER][NEUTRAL] OK, and the last one is [PII].
[AGENT][NEUTRAL] 358-626-69
[CUSTOMER][NEUTRAL] For 10
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat it?
[AGENT][NEUTRAL] 358-626-69
[CUSTOMER][NEUTRAL] 269 OK.
[CUSTOMER][POSITIVE] All right, great. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.