AccountId: 011433970860
ContactId: 86626d21-7dc0-47e1-a45d-87537e64a9a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211869 ms
Total Talk Time (AGENT): 93123 ms
Total Talk Time (CUSTOMER): 89898 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/86626d21-7dc0-47e1-a45d-87537e64a9a9_20250224T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling to get claim status on 10 sorry, one claim can't get it out.
[AGENT][NEUTRAL] That's right. I could check on that claim for you. I'm sorry, I kind of cut out there at the beginning. What did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. Thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me see what it says over here.
[CUSTOMER][NEUTRAL] Um, 01653564.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] It is [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], OK, and do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, ma'am, $3,416.25.
[AGENT][NEUTRAL] 25, OK, got it, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sorry, [PII], you did say that was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I did. Yeah.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received any claims for that date of service.
[CUSTOMER][POSITIVE] OK, that's fine, no problem.
[CUSTOMER][NEUTRAL] Just doing my double check no claim on file. Is there a reference number for the call?
[AGENT][NEUTRAL] Sure, um, did you need, I do have a mailing address, fax number and a payer ID. Did you need any of that information?
[CUSTOMER][NEUTRAL] Let me see. Let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, let me make sure it's correct. Um, the mailing address they have on this claim is [PII].
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, no that's not correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold on, let me make sure this is the right one I'm looking at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's Blue Advantage next year. OK, so what is the mailing address? That could be the main problem.
[AGENT][NEUTRAL] Maybe alrighty, so uh that mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. Oh, that's the problem. Uh.
[AGENT][NEUTRAL] All right. And then
[AGENT][NEUTRAL] There's no family filing limit you're fine.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, um, the reference number.
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Um, so my name is spelled [PII] Oh, is there anything else I can help you, [PII]?
[CUSTOMER][POSITIVE] No, that was actually it. Nothing else. Thank you so much and you have a great day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sounds good, yeah, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.