AccountId: 011433970860
ContactId: 7793a03a-d542-4074-bc88-2b4458b7957f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218710 ms
Total Talk Time (AGENT): 75269 ms
Total Talk Time (CUSTOMER): 83276 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/7793a03a-d542-4074-bc88-2b4458b7957f_20241231T17:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from South Regional Healthcare. I just wanted to check up on the current status.
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Sure, that would be [PII]. Also, could you please spell out your name for me?
[AGENT][NEUTRAL] It's [PII] and [PII], can you confirm the policy number, please?
[CUSTOMER][NEUTRAL] Sure, the policy number is 02386326.
[AGENT][NEUTRAL] OK, thank you. And [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure. The insured's name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you're calling to check a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Day of services of [PII] with the amount of $1,069.51.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, we have a claim on file. Just let me see if it's your claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me for just a minute.
[AGENT][NEUTRAL] It's loading, so give me just a second. OK, so this is not gonna be your claim, so we do not have your claim on file.
[AGENT][NEUTRAL] Um, let's confirm the claim's mailing address.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So a hard copy of the claim along with the primary EOB was mailed out back on [PII] of this year.
[AGENT][NEUTRAL] OK, it doesn't look like we ever received it. I would just submit um suggest resubmitting the claim.
[CUSTOMER][NEUTRAL] Do you accept claims electronically?
[AGENT][NEUTRAL] We do. I can give you that payer ID.
[CUSTOMER][NEUTRAL] Alright, please go ahead.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Alright, and do you accept claims through fax?
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Alright, I'd like to know the fax number as well.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just to confirm [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And what would be the attention to?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Alright, and could you also let me know the time you're filing the for submitting the claim?
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. Well, last could you please help me with the card reference number.
[AGENT][NEUTRAL] It's gonna be my name, [PII].
[AGENT][NEUTRAL] With the first initial to my last name [PII], and today's date, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No thank you so much [PII].
[AGENT][POSITIVE] OK, well thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye bye.