AccountId: 011433970860
ContactId: 719ce69e-7a02-4abb-a3a3-d84be3c4a8fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360720 ms
Total Talk Time (AGENT): 93592 ms
Total Talk Time (CUSTOMER): 139557 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/719ce69e-7a02-4abb-a3a3-d84be3c4a8fe_20250603T16:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, hi, give me one second, let me pull this back up. You, what did you say your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], can I get to your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. My last initial is [PII]. I'm calling from Pmont Cardiology of Atlanta. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing wonderful. I can't wait till this day is over with.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, miss.
[CUSTOMER][POSITIVE] I, I'm ready to be over with.
[AGENT][NEUTRAL] Yes, ma'am. Miss [PII], what is your um callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII] let me hold on my cell phone number [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I begin to make stuff.
[AGENT][POSITIVE] That's all right. And then um how can I help you today?
[CUSTOMER][NEUTRAL] I'm calling on patient. I don't know if the patient information came up or not, but I have a member ID uh it's 2586493.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The first name is [PII]. Am I saying that right, [PII] Last name is spelled [PII] Date of birth is [PII]. So I have a claim that is aging out and so they're giving us a special project. This data service is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] [PII]. The total charge for this claim is $534. Now we have this inside my work. I work at work you called no response, so it's aging 102 days aging out. I have, we have no response in regards to this, no correspondence, no nothing. I don't have no claim number. I don't have anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But we showed that it, it got to you guys mhm.
[AGENT][NEUTRAL] OK, alright, well let me look the claim up for you.
[AGENT][POSITIVE] And see, you're very welcome. I'm gonna put you on a quick hold while I look up this claim and I will be right back with you, OK? Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, good grief.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, it should be on this one.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. So looking on the data service for him on [PII], I'm not finding a claim on file from your facility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I would suggest resubmitting the claim. We don't have a timely filing limit on our end so you can submit it at any time.
[CUSTOMER][NEUTRAL] OK, this is what I wanna do. Give me one second. I'm about to pull up a cleaner house, and I'm gonna see if to show it was printed. What is your pay ID number?
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] [PII] correct? 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, I just submitted electronically, so we're gonna see, thank you so much. Can I get a card reference number, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you have a great day so I appreciate your help.
[AGENT][POSITIVE] Well, we appreciate you calling [PII]. I hope you have a good rest of your day and you get out of there soon.
[CUSTOMER][POSITIVE] Right, you too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.