AccountId: 011433970860
ContactId: 84374766-1516-4882-adc3-b71dcf19df71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198240 ms
Total Talk Time (AGENT): 87037 ms
Total Talk Time (CUSTOMER): 87681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/84374766-1516-4882-adc3-b71dcf19df71_20250129T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from the provider's office and I am needing to check claim status for one of our patients.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] Uh, policy number is 02093617.
[AGENT][NEUTRAL] Thank you. I have that as 02093617 and verify that patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for the information, [PII], and you're calling for claim status and what's that date of service and total charge amount please? I can help you.
[CUSTOMER][NEUTRAL] Uh, data service is [PII]. Total bill amount is $745.
[AGENT][NEUTRAL] OK, so that's [PII] $745. 1 moment please.
[AGENT][NEUTRAL] I do not show that we have a claim on file for the member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify your mailing address, fax number, and payer ID.
[CUSTOMER][POSITIVE] That's nice.
[CUSTOMER][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] With you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so the mailing address I have is [PII].
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, and I don't have a payer ID so I know we mailed it by paper, um, but you said that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have a fax number?
[AGENT][NEUTRAL] We do, and our fax number is [PII].
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that is [PII].
[CUSTOMER][NEUTRAL] 23 OK and then um if you don't have this one, you probably don't have the next one and it's kind of soon but I have [PII].
[CUSTOMER][NEUTRAL] Um, of 25 with the total billed amount of 132. Just wanna make sure if you don't have it I'll send that one as well.
[AGENT][NEUTRAL] We also do not have that on file and also [PII] you're able to check or actually submit and check claim status on our online service center so I can get the information to you as well that's another way to.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] OK, of course it is secured [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much for your help, [PII]. Is there a reference number for today?
[AGENT][NEUTRAL] You're welcome, [PII]. We do not use reference numbers. You can use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, great. Well thank you so much. I hope you have a good rest of your day.
[AGENT][POSITIVE] You as well, [PII] thank you I appreciate that. Thanks for calling APL and take care bye.
[CUSTOMER][POSITIVE] Thank you. Uh, you too. Bye-bye.