AccountId: 011433970860
ContactId: 6e3fabd2-4122-4f0e-be75-1e88449849ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457140 ms
Total Talk Time (AGENT): 95707 ms
Total Talk Time (CUSTOMER): 216250 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6e3fabd2-4122-4f0e-be75-1e88449849ee_20250623T17:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from provider office. Uh, could you help me with your good name, please? Can you spell out your name?
[AGENT][NEUTRAL] I'm sorry, I can barely hear you, um.
[CUSTOMER][NEUTRAL] Yes, this is [PII]
[AGENT][POSITIVE] Oh, thank you, thank you. That's a lot better. Can you repeat what you were saying?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] And how can I assist [PII]?
[CUSTOMER][NEUTRAL] Claim status. Could you submit your good name and spell out your name, please?
[AGENT][POSITIVE] My name's [PII]. I[PII] be happy to assist with claim status today. If I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the best callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01702597 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The pe
[CUSTOMER][NEUTRAL] So, just a moment. Yes, the patient's first name is spelled [PII] in [PII]. And the last name is, sorry, and the middle name is [PII].
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The data services um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information and your tax ID?
[CUSTOMER][NEUTRAL] The tax ID is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We don't have that claim on file.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mm, no, actually, initially we submitted the claim on.
[CUSTOMER][NEUTRAL] [PII], upon checking, um.
[CUSTOMER][NEUTRAL] E-commerce, the payer will accept it.
[CUSTOMER][NEUTRAL] Could you verify your
[CUSTOMER][NEUTRAL] Rejection bucket. Actually, uh, in our end, the pair is accepted.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mm, could you verify the, uh, again, could you verify again name, please?
[AGENT][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] Can I verify again what now?
[CUSTOMER][NEUTRAL] Yes. Yes. The patient name is A as in.
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] Time
[AGENT][NEUTRAL] That's right, but we don't have that claim on file.
[CUSTOMER][NEUTRAL] Um, upon checking, uh, in.
[CUSTOMER][NEUTRAL] Hello? Am I audible?
[AGENT][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yes. Upon checking in upon checking in our rejection bucket, uh, the payer is accepted the claim.
[AGENT][NEGATIVE] I don't understand what you're saying.
[CUSTOMER][NEUTRAL] Oh yes. Upon checking in our rejection bucket, the, the clearing house, the payer accepted our claim.
[AGENT][NEUTRAL] Well, what payer ID did you use?
[CUSTOMER][NEUTRAL] Just a moment. I will.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yes, the payer ID is 00590.
[AGENT][NEUTRAL] That's not our payer ID.
[CUSTOMER][NEUTRAL] Oh, could you help me with your payer ID, please?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] It's 60801, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What are
[CUSTOMER][NEUTRAL] Can you verify your rejection bucket once, please?
[AGENT][NEGATIVE] I don't understand the question.
[CUSTOMER][NEUTRAL] Can you verify your clearing house, please?
[AGENT][NEUTRAL] The payer ID?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 60801 that's our payer ID.
[CUSTOMER][NEUTRAL] OK. Could you help me with my mailing claim mailing address also?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] [PII]. Can you verify the
[CUSTOMER][NEUTRAL] State name please?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Can you spell out the, the name, please?
[AGENT][NEUTRAL] [PII] is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can, can you verify the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Uh, can you, uh, how
[CUSTOMER][NEUTRAL] Could you help me with the time limit?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you help me with um quality reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, thank you. Have a great day bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.