AccountId: 011433970860
ContactId: 8ac33c52-556c-4f03-bb80-98163f0d0036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280799 ms
Total Talk Time (AGENT): 111635 ms
Total Talk Time (CUSTOMER): 84844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8ac33c52-556c-4f03-bb80-98163f0d0036_20250306T14:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider's office. I would like to check on claim status. Could you help me with that?
[AGENT][POSITIVE] Yeah, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] OK, and you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] I'm calling from Graham Young County Provider's office.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] What's the name of the, of the doctor?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, so this is the, um, the facility name is Graham Young County.
[AGENT][NEUTRAL] Oh, that's the facility name? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02144720.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes. First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes. Uh, date of service, [PII]. Bill amount $100 even.
[AGENT][NEUTRAL] OK. Thank you. Let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said the total charge was 100?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull this claim. Let me see if this is yours one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. No, it doesn't look like we have received that claim as of today, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm. Uh, could you please provide me with the claim's address?
[AGENT][NEUTRAL] Mhm. Yes. The mailing address is [PII] and that is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we also have a fax number if you need it, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] Mhm. OK. The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry, could you please repeat the whole fax number again?
[AGENT][NEUTRAL] Oh, sure. That is [PII].
[CUSTOMER][POSITIVE] Great. Thank you. OK. Uh, so, basically, that would be all for today. Thank you so much for your help and all I need right now is the reference number for this call, please.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like thisam. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much for your help and have a wonderful day and a wonderful week. Stay safe. Bye-bye.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.