AccountId: 011433970860
ContactId: 8aae4d8c-ce56-497b-b858-958f0f375c3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290739 ms
Total Talk Time (AGENT): 87024 ms
Total Talk Time (CUSTOMER): 89179 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8aae4d8c-ce56-497b-b858-958f0f375c3f_20250218T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Hold on one second. Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from provider's office looking for the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is again?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Last in will be [PII].
[AGENT][NEUTRAL] Uh spell your name again, [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just a second. So the policy number will be?
[CUSTOMER][NEUTRAL] 02165941.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK, and do you have a callback number in case?
[CUSTOMER][NEUTRAL] Yeah, so the callback number will be.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] So the patient's first name will be?
[CUSTOMER][NEUTRAL] [PII] and the last name will be [PII].
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Data services [PII]. Uh total charge amount is $629 even.
[AGENT][NEUTRAL] OK. And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah, it's community care.
[AGENT][NEUTRAL] The balance after the primary?
[CUSTOMER][NEUTRAL] The balance
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the balance after primary?
[CUSTOMER][NEUTRAL] Like $50.
[AGENT][NEUTRAL] Thank you. OK, uh, just, I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]. OK.
[CUSTOMER][NEUTRAL] [PII] and that's it.
[AGENT][NEUTRAL] OK, that is the correct address. I don't show we received that claim, so you can either mail that claim to our office or I can give you our fax number, you can fax it.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK, is there
[CUSTOMER][NEUTRAL] Yeah, can I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Just a second, uh.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The mailing address will be the same.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 801. OK.
[CUSTOMER][NEUTRAL] Yeah, OK. So can I get the call reference number and the effective date of the member?
[AGENT][NEUTRAL] Uh, we don't give call reference numbers. Her effective date was [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, so could you spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. Thank you for assisting me today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] So before that, uh, yeah, before that, can I get the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for assisting me today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.