AccountId: 011433970860
ContactId: 73fd411c-652d-4b97-97b3-854bc41e2b35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172380 ms
Total Talk Time (AGENT): 59941 ms
Total Talk Time (CUSTOMER): 84016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/73fd411c-652d-4b97-97b3-854bc41e2b35_20250103T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to check claim status for a patient of ours.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02475355.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first, I'm gonna spell it. It's um [PII]. Last name is [PII], and you said date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information and [PII] you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if you can provide the date of service and the total charge?
[CUSTOMER][NEUTRAL] Uh, yeah, that would be [PII].
[CUSTOMER][NEUTRAL] Uh, total charges was $3,681 even.
[AGENT][NEUTRAL] Did you say 3000 or 30,000?
[CUSTOMER][NEUTRAL] 3, sorry.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I don't show any uh claims on file for this patient.
[CUSTOMER][NEUTRAL] Uh 3.
[CUSTOMER][NEUTRAL] is make sure the claim and split or anything like that because that's been happening recently.
[CUSTOMER][NEUTRAL] 61, nope.
[AGENT][NEUTRAL] Where are you, where, where was the claim submitted?
[AGENT][NEUTRAL] Or how was it submitted?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Looks like it was sent by mail to [PII].
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And then our payer ID number is 60801.
[AGENT][NEUTRAL] And I can provide the fax number as well if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, please. What's the fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. And then do you have a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.