AccountId: 011433970860
ContactId: 8dc1d123-80b3-44cd-9fef-729a76d64f15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229880 ms
Total Talk Time (AGENT): 92977 ms
Total Talk Time (CUSTOMER): 75940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8dc1d123-80b3-44cd-9fef-729a76d64f15_20250612T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, thank you and uh my name is [PII], you spell it [PII]
[CUSTOMER][NEUTRAL] Last initial [PII] calling as a provider for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] I'm showing it as D as in David 47689351.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]
[AGENT][POSITIVE] Thank you for that
[AGENT][NEUTRAL] And what is the uh date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment.
[AGENT][NEUTRAL] Or if I can only type today.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] C.
[AGENT][NEUTRAL] OK, and I can give you her policy number with our company. Uh, that number you gave initially sounds like it, uh, could be through IMA or 90 Degrees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 255-582-6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, the date of service I'm showing it is [PII] $281.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment please.
[AGENT][NEUTRAL] You said 312 of 25?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] And it could be because we submitted under the wrong ID number but the address we're showing is [PII].
[AGENT][NEUTRAL] No, ma'am, it's uh way off, but I can give you our mail address and our fax number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and that fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you all don't accept claims electronically, do it.
[AGENT][NEUTRAL] Uh, we do. Uh, the payer ID is 64556.
[CUSTOMER][NEUTRAL] Alright, and you get reference numbers for the call?
[AGENT][NEUTRAL] Uh, no, ma'am. Well, you may use my name at today's date if you like.
[CUSTOMER][NEGATIVE] OK, alright, thank you, I'll get that bill resent.
[AGENT][POSITIVE] OK, thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] The two of us.