AccountId: 011433970860
ContactId: 81e444fc-1f33-49dd-a270-4c394de439a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215880 ms
Total Talk Time (AGENT): 62411 ms
Total Talk Time (CUSTOMER): 82464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/81e444fc-1f33-49dd-a270-4c394de439a3_20250530T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if I could get status of the claim.
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback is [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02569285.
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you said for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for him.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Um, see how I sent it.
[CUSTOMER][NEUTRAL] It looks like we sent it electronically. We used payer ID 60801, is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I have a group number of 16703.
[AGENT][NEUTRAL] Let me check on that.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me pull up the claim in our claims processing system and see if it had any errors. Um, it's also from 524-25, that's only 7 days ago. I don't know, does it typically take you guys longer than a week to receive a claim?
[AGENT][NEUTRAL] Uh, how did you send it through fax or mail?
[CUSTOMER][NEUTRAL] Uh, no, we send it electronically through that payer ID.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Should I fax it?
[AGENT][NEUTRAL] Yeah, I would go ahead and fax it.
[CUSTOMER][NEUTRAL] OK, hold on just a sec. I'll get your fax number. OK, go ahead. What is that fax number?
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And whose attention should I put this fact to?
[AGENT][NEUTRAL] Uh, you'll put attention claims department.
[CUSTOMER][NEUTRAL] Claims department. OK, wonderful. That's probably where it went wrong then. OK, I will send that over. Do you guys need a W-9 from us?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't believe so. Um,
[CUSTOMER][NEUTRAL] Would it be helpful if I include one? OK.
[AGENT][NEUTRAL] I would go ahead and include it just in case.
[CUSTOMER][POSITIVE] OK, got you, wonderful and can I have a reference number for our call?
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name last initial and today's date. So [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wonderful thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm