AccountId: 011433970860
ContactId: 7894df73-ee74-47be-a0a3-5ba550d4559f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321339 ms
Total Talk Time (AGENT): 104892 ms
Total Talk Time (CUSTOMER): 126499 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7894df73-ee74-47be-a0a3-5ba550d4559f_20250303T13:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just calling to get claim status for 2 claims.
[AGENT][NEUTRAL] OK, I can help you. What's um your name and then a policy number please?
[CUSTOMER][NEUTRAL] [PII] last initial is [PII]
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 01871820
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said you're checking a claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, we can help with that information. What is the data service and the total charge?
[CUSTOMER][NEUTRAL] 1121 24.
[CUSTOMER][NEUTRAL] For $71.19.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I didn't hear that. I just heard that.
[AGENT][NEUTRAL] Let me give you the um current policy number or the policy number that this state of service falls within.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 2166.
[AGENT][NEUTRAL] 569
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] What were those last 2 numbers?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] There.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that's the current policy number?
[AGENT][NEUTRAL] Yes, the one you gave me turned and it's, it turned before [PII], so that's an old policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] like that.
[AGENT][NEUTRAL] So I do not show data service November, uh hold on a second.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me locate the right person.
[AGENT][NEUTRAL] You said [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm looking under [PII], I do not see data service [PII], 24 for $71.19.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, um, so.
[CUSTOMER][NEUTRAL] I sent it by mail, I think.
[AGENT][NEUTRAL] Mhm. What address did you mail it to?
[AGENT][NEUTRAL] [PII], did you say the first letter of your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, that's correct. I can also give you the fax number and the payer ID number if you would like.
[CUSTOMER][NEUTRAL] Yes ma'am, I'll try to fax it this time.
[AGENT][NEUTRAL] OK. It's 877.
[CUSTOMER][POSITIVE] I'll do everything with you that I share with you.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want the payer ID number?
[CUSTOMER][NEUTRAL] Um, I think we have it. This is the members secondary though, so I won't, I can't send it.
[AGENT][NEUTRAL] Yeah, that is correct. OK, send the EOB, OK. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] And then there's same member um different date of service it's for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] order.
[AGENT][NEUTRAL] And what's the charge?
[AGENT][NEUTRAL] What's the total charge?
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] I don't show that one on file either. What's the provider's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is she with Magnolia Pediatrics?
[CUSTOMER][NEUTRAL] No, ma'am, dermatology clinic.
[AGENT][NEUTRAL] OK, oh, OK, yeah, I do not show the 1227 24 data service on file either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will get those faxed over then.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Um, a reference number for this call, please.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference, [PII] First initial last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling ATL. Have a good day as well.