AccountId: 011433970860
ContactId: 874dd86e-64e9-4d25-b271-9b86dad71d43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209570 ms
Total Talk Time (AGENT): 104188 ms
Total Talk Time (CUSTOMER): 54626 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/874dd86e-64e9-4d25-b271-9b86dad71d43_20250513T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So my name is [PII]. I'm calling from Lexington Surgeons. I was calling to check on the status of a claim.
[AGENT][POSITIVE] Sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in dog 43,302,310
[AGENT][NEUTRAL] Um, Ms. [PII], do you have the policy certificate number? It's gonna start with the 0 followed by 7 digits only.
[CUSTOMER][NEUTRAL] Let's see what's on this card here.
[CUSTOMER][NEUTRAL] Oh yeah, I'm sorry 02584623.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 320 25.
[CUSTOMER][NEUTRAL] For $361.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. Again, that's [PII] for 361.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional Miss [PII].
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, is there any, can we.
[AGENT][NEUTRAL] Or Ms. [PII].
[CUSTOMER][NEUTRAL] Can I verify the mailing address?
[AGENT][NEUTRAL] Mhm, yes, go ahead.
[CUSTOMER][NEUTRAL] I have [PII]. I'm sorry, go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is OK, yeah, that address that you're giving me is incorrect. Um, let me go ahead and give you the correct address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. The new address or the address that this one goes to is IMA.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can the claims be faxed in at all?
[AGENT][NEGATIVE] And not for this product. This product is a little bit different. It goes to IMA before it comes to us and we don't have a fax number for IMA. I have a payer ID if you need it.
[CUSTOMER][NEUTRAL] Um, it's on the card. I'll get it resubmitted.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.