AccountId: 011433970860
ContactId: 9360fb1d-f0a2-44d1-bf22-e38ced0c990e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200220 ms
Total Talk Time (AGENT): 92483 ms
Total Talk Time (CUSTOMER): 107699 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9360fb1d-f0a2-44d1-bf22-e38ced0c990e_20250109T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] from Midwest Orthopedic Center, and then I would like to check if you received our bill for this patient, please, because we haven't received any so far.
[AGENT][POSITIVE] Well, let me check that for you. It would be my pleasure to assist you, [PII]. What is a good call back number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Um, my direct number, ma'am, is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm not sure if this is the correct one, but I checked it in the ID of the patient. It's 02563037 ML 8. Is that correct, ma'am?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Cause that is based on, OK, OK. OK. Thank you.
[AGENT][NEUTRAL] My pleasure. And [PII], what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's [PII] with taker, um, [PII]. So, yeah, I, I, I was um confused because they're still in on in hospital benefits sir. So, yeah, yeah. OK, OK, OK. They have to, OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And outpatient, yeah.
[AGENT][NEUTRAL] I understand. So that's not a problem. Yeah, that, that is fine.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And I am checking for claim status for you, [PII]. We have not received a claim on file for [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Copy that, ma'am. All right. Thank you so much for that, ma'am, and I'll resubmit because um our, yeah, there's some error. I don't know how it happened, but instead, putting this ID they're just put individual. I'm not sure why.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, do you want to verify the claim information, the submission information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am, please.
[AGENT][NEUTRAL] Our claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII]. And you can also fax that directly to our claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and ma'am, um, I would like to confirm as well that if you have um timely filing for submitting clean claim.
[AGENT][NEGATIVE] Mhm. There is no timely filing.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][POSITIVE] Alright, thank you so much Miss [PII] and then may I have the reference number and I'm all set ma'am.
[AGENT][POSITIVE] The reference number is my name and today's date, and I spell my name [PII] and the first initial of my last name is [PII]. And [PII], it was such a pleasure to help you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, thank you so much ma'am for your help and you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII], and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too, ma'am bye.
[AGENT][NEUTRAL] Bye-bye.