AccountId: 011433970860
ContactId: 94b4a4ad-d843-4dbd-877a-f1acab00f5df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213690 ms
Total Talk Time (AGENT): 73609 ms
Total Talk Time (CUSTOMER): 87252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/94b4a4ad-d843-4dbd-877a-f1acab00f5df_20250127T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office regarding claim chats. Could you please help me regarding about this?
[AGENT][POSITIVE] Yeah, I'm happy to check on a claim for you today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, before I proceed with the policy number, please be informed that this call is being recorded for quality and training purposes. Would you like us to continue the recording?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] Thank you so much. Yes, the member's ID is [PII].
[AGENT][POSITIVE] Thank you, [PII]. May I please have a good call back number?
[CUSTOMER][NEGATIVE] That is [PII] and it is a direct line there is no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, the patient's last name is [PII] and the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. What is the data service?
[CUSTOMER][NEUTRAL] Yes, uh, the rate of service is 1120 of 2024, and the total charge amount is $277 even.
[AGENT][POSITIVE] Thank you, [PII], one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Data service just to confirm [PII], is that correct?
[CUSTOMER][POSITIVE] No, yes, [PII] ready for exactly.
[AGENT][POSITIVE] Alright, thank you so much. So I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] So, so can you please provide me the member is active for the detail service? Can you please provide me that information?
[AGENT][NEUTRAL] Yes, the member is active. The effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] OK, still active.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and uh may I know the mailing address?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, thank you and may I know the payer ID as well?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, so we bill with the correct mailing ID only.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Oh, no, thank you so much and uh may I know the call reference number so we have to rebuild the claim again, right?
[AGENT][NEUTRAL] Correct, no claim on file.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh, call reference would be my name.
[CUSTOMER][NEUTRAL] OK, may I know the call reference?
[AGENT][NEUTRAL] Yeah, that would be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, today's rate, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], and have a good day bye bye.
[AGENT][NEUTRAL] You too bye bye.