AccountId: 011433970860
ContactId: 70e554dd-6197-4b15-9088-576f6ee5344d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215800 ms
Total Talk Time (AGENT): 106899 ms
Total Talk Time (CUSTOMER): 79130 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/70e554dd-6197-4b15-9088-576f6ee5344d_20250217T19:07_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Medical Associates Plus, and I was trying to call and check status of a claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. That's my direct line, no extension needed.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a number, but I don't know if this is the correct number, um, because it's actually 90 degrees, but they transferred me to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, OK, so it's the, it begins with a D.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, so I wouldn't be able to use that to search for a policy, um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I do, give me one second. Let me get into that secure screen. OK, it's [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh what was the name of the patient?
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[AGENT][NEUTRAL] OK, perfect, got it. Give me just a moment. Was this for uh medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] This medical. OK.
[AGENT][NEUTRAL] Alright, and before we go any further, um, I can go ahead and give you the policy number that he has with us if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] 752 9.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course alrighty and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For $336.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm not showing that we've received that claim, [PII].
[CUSTOMER][NEUTRAL] OK, so we didn't submit it electronically so let me go over and make sure we have everything correct because.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We submitted it to [PII] is the address.
[AGENT][NEUTRAL] OK, so that's not gonna be our mailing address. Sure, OK, so I've got um mailing address fax number and then if you needed that pair ID I've got that too um let me know when you're ready for our mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then a fax number we've got [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that payer ID is 6.
[CUSTOMER][NEUTRAL] And what's that payer now.
[AGENT][NEUTRAL] Mhm 60801.
[CUSTOMER][POSITIVE] OK, that's what I need to know. I'll get this all fixed. Thank you so much for your help.
[AGENT][POSITIVE] Sounds good, of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.