AccountId: 011433970860
ContactId: 9a7350bf-de4c-4faa-a2b0-75c4fd2d6097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215619 ms
Total Talk Time (AGENT): 81807 ms
Total Talk Time (CUSTOMER): 89178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9a7350bf-de4c-4faa-a2b0-75c4fd2d6097_20250606T14:29_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, this is [PII]. I'm calling from a provider's office. I'm calling for claims please.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure, that is 02003069 ML 8.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] and it's for 35 $335.
[AGENT][NEUTRAL] Let's see, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Instead of 23.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That this is not the right one.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] See on [PII].
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] That is correct. And can I give you the correct policy number because the number you gave it terminated [PII].
[CUSTOMER][NEUTRAL] OK, what's the updated um.
[AGENT][NEUTRAL] It's 231-308-9.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So it's 231-830-89.
[AGENT][NEUTRAL] 3089. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so this is the ID number and so we'll resend add the new policy number and I'll resend it to the the address. Let me, you guys do um electronically?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do um our payer ID is.
[CUSTOMER][NEUTRAL] OK, let me see if I have the yeah, can I have the payer ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, 60801, and if you like I can also give you a fax number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh perfect that'd be great. What's the fax?
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][POSITIVE] 12 3659423 OK perfect and um alrighty well thank you so much. Can I have a reference number?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, if you like, you may use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect alrighty well thank you so much you have a wonderful day.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APM Ms. [PII]. Have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.