AccountId: 011433970860
ContactId: 9bbaf3ec-0cea-4571-a1f0-28b809ff3bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244119 ms
Total Talk Time (AGENT): 84041 ms
Total Talk Time (CUSTOMER): 44361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9bbaf3ec-0cea-4571-a1f0-28b809ff3bcf_20250611T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling regarding claim status.
[AGENT][NEUTRAL] OK, I can verify the claim status for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01885325 ML 8
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $1,694.
[AGENT][NEUTRAL] OK. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] $338.80.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said date of service [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Evalent Specialty Services.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK one moment let see.
[AGENT][NEUTRAL] I do not show we received that claim. Was this for a facility or physician's charge?
[CUSTOMER][NEUTRAL] A facility.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We mailed it on [PII]. I don't know if it's just too soon.
[AGENT][NEUTRAL] You never know with mail service how long it should take to get to us um.
[AGENT][NEUTRAL] I one moment checking one other thing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't show we received that claim, um.
[AGENT][NEUTRAL] Do you wanna wait to give it time to see if you receive it? Oh yes, I can give you a fax number when you're ready.
[CUSTOMER][NEUTRAL] You have a fax number?
[CUSTOMER][NEUTRAL] OK, I'll fax it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and do you give call reference numbers?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thanks so much, [PII].
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] You too. Thanks, bye bye.
[AGENT][NEUTRAL] Mm bye.