AccountId: 011433970860
ContactId: 87cb6dc7-b70f-4fd4-ad69-536ae6a600e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288480 ms
Total Talk Time (AGENT): 78857 ms
Total Talk Time (CUSTOMER): 100394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/87cb6dc7-b70f-4fd4-ad69-536ae6a600e1_20250121T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, it's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEUTRAL] I was, I was calling from a provider's office and I wanted to check the status of a claim.
[AGENT][NEUTRAL] I'm sure I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII] area code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, 613-872.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount will be $350.
[AGENT][NEUTRAL] OK. 10-15-2024. OK, I'm not showing a claim on file with that date of service. Um, how was it submitted?
[CUSTOMER][NEUTRAL] So it looks like it was submitted electronically, um.
[CUSTOMER][NEUTRAL] And the payer ID number that we have.
[CUSTOMER][NEUTRAL] Yes, let me get that 60801.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. That's the correct payer ID but I'm not showing that claim on file. Um, claims can also be faxed in or mailed in.
[CUSTOMER][NEUTRAL] Let me check one more thing. Let me check our clearing house to make sure that it did go through um securely without any rejection.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I normally always check that first, but.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEGATIVE] I hate when that thing does it.
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing pretty good.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Don't look like um.
[CUSTOMER][NEUTRAL] 1015 2024 [PII]. OK, so, um, let me verify the address. Hold on, let me go back to that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have, we have [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the correct mailing address and just make sure that your attention it to the claims department.
[CUSTOMER][POSITIVE] Both here and address is correct.
[CUSTOMER][NEUTRAL] And you said you had a fax number?
[AGENT][NEUTRAL] Um, yes, ma'am. Our fax number is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and attention to the claims department.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number for this call if you guys give those out?
[AGENT][NEUTRAL] You can use my name in today's date for the reference number.
[CUSTOMER][NEUTRAL] Today is the [PII].
[AGENT][NEUTRAL] Right. Mhm. You time going by fast.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh my [PII], yes it is.
[CUSTOMER][NEUTRAL] That's how it always is though, right.
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Well, I thank you so much and I pray that you have an amazing rest of your day.
[AGENT][NEUTRAL] You do the same. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling ATL. You have a great rest of your day as well. Mm, bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right