AccountId: 011433970860
ContactId: 6d988db6-4e25-4259-b178-dbfecb4bb9b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202940 ms
Total Talk Time (AGENT): 80127 ms
Total Talk Time (CUSTOMER): 53172 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6d988db6-4e25-4259-b178-dbfecb4bb9b3_20250609T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from provider's office. I need to check on claim status.
[AGENT][NEUTRAL] Then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, can you repeat that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is your policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 023 00416
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 02300416.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much for that verification and you're calling for claim status. What is that date of service and total charge amount I can assist you?
[CUSTOMER][NEUTRAL] what that
[CUSTOMER][NEUTRAL] 421 2025 $470 even.
[AGENT][NEUTRAL] OK, that was May, excuse me, [PII] $470 even. One moment please.
[AGENT][NEUTRAL] And also then you're able to check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain an AOB as well. Give me one moment to check for that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to re-verify the total charge amount that was $470. Is that correct?
[CUSTOMER][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We did not have that claim on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] There is no active for this date of service.
[AGENT][NEUTRAL] OK, the member is active.
[CUSTOMER][NEUTRAL] Is it different?
[AGENT][NEUTRAL] Effective on [PII] to current.
[CUSTOMER][POSITIVE] Effective
[CUSTOMER][NEUTRAL] What's the pay ID and mailing address?
[AGENT][NEUTRAL] OK, our payer ID is 60801. Mailing address is [PII].
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention time is fine.
[AGENT][NEGATIVE] Attention claims there's no timely falling.
[CUSTOMER][NEUTRAL] Pay ID is 60801, right?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then I just need to call reference.
[AGENT][NEUTRAL] We do not use call reference numbers, [PII]. You can use my name [PII] last initial L like mainland today's date. Anything else I can help you with?
[CUSTOMER][POSITIVE] Nothing more. Thanks for assistance.
[AGENT][POSITIVE] Thank you for calling APL take care bye.
[CUSTOMER][POSITIVE] Thanks.