AccountId: 011433970860
ContactId: 9246cd0d-23b9-4a92-815d-1a731bf2a0f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200600 ms
Total Talk Time (AGENT): 79521 ms
Total Talk Time (CUSTOMER): 91130 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9246cd0d-23b9-4a92-815d-1a731bf2a0f0_20250520T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from Mayo Clinic Health System. What if you can help me with a general claim status on the claim I have for a patient.
[AGENT][NEUTRAL] Uh, yes, ma'am. I verify claim status for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, it looks like it's 02538044.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's a direct number [PII].
[AGENT][POSITIVE] Awesome. Thank you, ma'am. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, this is gonna be for, I think it's [PII]. Last name is [PII], but it's [PII].
[AGENT][NEUTRAL] OK and the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, the data service is $3725 and it looks like the full bill amount was $3,811 even.
[AGENT][NEUTRAL] OK. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Um, I think so. Let me see here. Um, yeah, looks like it's $3620.45 after the primary.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Um, yes, it looks like they sent it out to [PII]. It is split in, um, three different claim forms, so I maybe I should give you those totals.
[AGENT][NEUTRAL] Well, um, so it, we probably had, well, we hadn't received it probably because our address is changed [PII]. So if you like, I can give you the current address and or a fax number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, how about you give me, can you give me both? Can I get the fax number and then the address and I'll fix it all.
[AGENT][NEUTRAL] Yes, ma'am. Uh, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and then can I get the um the new uh physical address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, sounds good thank you so much. And then if I do fax this, would you like the probably the prime you will be with it, right?
[AGENT][NEUTRAL] Uh, we will need the primary EOB. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good thank you. Oh, and then can I get a reference number for our call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date. Excuse me, I'm sorry, I'm trying to lose my voice.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye