AccountId: 011433970860
ContactId: 73175548-9981-43b4-9f31-a0cdccd55131
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284440 ms
Total Talk Time (AGENT): 61325 ms
Total Talk Time (CUSTOMER): 98251 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/73175548-9981-43b4-9f31-a0cdccd55131_20250506T21:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider's office to check on claim status. Could you help me with this?
[AGENT][POSITIVE] Yes, I can help the claim status. T. Could you get a good call back number please?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The patient is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have the policy number?
[CUSTOMER][NEUTRAL] 02475822.
[AGENT][NEUTRAL] My date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] The date of services number [PII] and the bill charges.
[CUSTOMER][NEUTRAL] are $2,672 even.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, I have a claim for that date of service, but it's not for that billed amount.
[CUSTOMER][NEUTRAL] $2,672 even. Is it correct?
[AGENT][NEUTRAL] I don't have a claim for that amount.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] OK, we send the claim via uh electronic. Could you
[CUSTOMER][NEUTRAL] Just confirm the
[CUSTOMER][NEUTRAL] Payer ID is 999,990,070. Is it correct?
[AGENT][NEGATIVE] No, that's not correct. It's 60801.
[CUSTOMER][NEUTRAL] Could you provide me
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Could you provide me the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just to confirm the zip code [PII], correct?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Could you provide me the time?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, could you provide me the policy effective and terminate?
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] And policy is still active.
[CUSTOMER][NEUTRAL] OK. Could you provide me the group name and group ID?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Yes, number is 26398.
[CUSTOMER][NEUTRAL] OK, could you provide me the plan, which plan member has?
[AGENT][NEUTRAL] The, the group number or?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, plan. I'm asking plan. Which plan member has?
[AGENT][NEUTRAL] Plan number Medlink 6.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, thank you for your information. Could you provide me the call reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] 98 Tiffany, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you for your information. Have a nice day, bye.
[AGENT][POSITIVE] OK, thank you