AccountId: 011433970860
ContactId: 73b35614-c9d2-48e1-91d2-438a884449d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231320 ms
Total Talk Time (AGENT): 85079 ms
Total Talk Time (CUSTOMER): 112687 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/73b35614-c9d2-48e1-91d2-438a884449d8_20250509T16:34_UTC.wav
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[AGENT][POSITIVE] Afternoon, thanks for calling APO this is.
[CUSTOMER][NEUTRAL] Hello, I'm calling to check on a claim please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII] and I missed your name. It kind of blanked out right there.
[AGENT][NEUTRAL] I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] Yes ma'am, and do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do. It is 01904346 M as in Mary, L as in Lima, and 8 the number 8.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You bet. It is [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is for [PII]. Birth date is, let me just pull that up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Sure, [PII] builded amount of $381.
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said this year, correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I don't show you received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Sure I have well let me look. I might have put it on.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Let me make sure I get the right one here. I've done a couple of these, um.
[CUSTOMER][NEUTRAL] Looks like it was mailed to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. That was our old mail address. Our mail address is changed [PII], so I can give you the current address when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK and then do you accept fax claims at all?
[AGENT][NEUTRAL] Yes, ma'am. Uh, fax number 877.
[AGENT][NEUTRAL] Oh Lord, it just went completely blank. [PII].
[CUSTOMER][NEGATIVE] Oh dear.
[CUSTOMER][NEUTRAL] OK, got it OK and then can you tell me if for sure that he's active on that date in January?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, effective date [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Super. And then do you have other insurance as primary, so this is the secondary? Just wanna make sure all the ducks are in a row. OK, so I'll fax it over with the EOB and everything, and then we'll get that squared away. Let me get a reference number for our call.
[AGENT][NEUTRAL] Uh, this is secondary.
[AGENT][NEUTRAL] Oh no, I understand. Yes, ma'am.
[AGENT][NEUTRAL] Uh, you may use my name in today's date and it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, got it, great, thank you so much for your help today.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. You have a great day and weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.