AccountId: 011433970860
ContactId: 75046251-7b44-43db-9d2a-282cb9b0df51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146839 ms
Total Talk Time (AGENT): 62770 ms
Total Talk Time (CUSTOMER): 57759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/75046251-7b44-43db-9d2a-282cb9b0df51_20250411T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Emory University Hospital, and I'm trying to get claim status for a claim I had not received remittance for.
[AGENT][NEUTRAL] Sure, yeah, I could 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].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see, I'm sorry. Now the policy number is that the same as like the member ID number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, you're OK.
[AGENT][NEUTRAL] Uh, it should be.
[CUSTOMER][NEUTRAL] OK, um, I have 247-4401.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes ma'am, it's $7,941.85.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so I'm not showing that we have received a claim for that date of service for this member.
[CUSTOMER][NEUTRAL] OK, can you, um, do you, do you guys accept electronic claims?
[AGENT][NEUTRAL] Absolutely, um, we can verify that the information you have is correct. I've got a mailing address, fax number, and a pair ID.
[CUSTOMER][NEUTRAL] OK, what's that, uh, payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, that would be the issue.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, um, if I, if I could get, uh, your first name and a reference number for the car, go ahead and update that payer ID and resubmit.
[AGENT][NEUTRAL] Sure, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Good bye bye.
[AGENT][NEUTRAL] Bye bye.