AccountId: 011433970860
ContactId: 9dcfac4b-9887-4d75-8360-bec9115f822e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227839 ms
Total Talk Time (AGENT): 65530 ms
Total Talk Time (CUSTOMER): 85239 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/9dcfac4b-9887-4d75-8360-bec9115f822e_20250326T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I'm calling to see if a claim was received.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you you're calling from a provider's office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's the policy number and a good phone number, [PII]?
[CUSTOMER][NEUTRAL] Um, the policy number is D as in David, 43722079.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] You have a copy of the ID card?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Is that the wrong number I gave you?
[CUSTOMER][NEUTRAL] Um, you want the policy certificate number?
[CUSTOMER][NEUTRAL] Hello, I can't hear you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's 02477200.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] Um, day is [PII].
[AGENT][POSITIVE] And total build.
[CUSTOMER][NEUTRAL] Um, $368.
[AGENT][NEUTRAL] OK. 368.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that date of service on file for [PII].
[CUSTOMER][NEUTRAL] OK, probably because we submitted it with the ID number. Um, is there any way I can fax it to you guys or no?
[AGENT][NEUTRAL] No, because it would need to go. Where did you mail it? Did you mail it to the [PII] address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that's where it would need to go, um.
[CUSTOMER][NEUTRAL] So I need to go there first.
[AGENT][NEUTRAL] Yeah, and they do have a payer ID number if you wanna send it electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the ID number?
[AGENT][NEUTRAL] 645-556.
[CUSTOMER][NEUTRAL] OK, I have another claim.
[AGENT][NEUTRAL] Different person.
[CUSTOMER][NEUTRAL] Um, would you be able to look up another one for me? Yes.
[AGENT][NEUTRAL] Mhm, one moment.
[CUSTOMER][NEUTRAL] And I'm just trying to get to it.
[AGENT][NEUTRAL] And you can also check status on our online service center at [PII] as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, you know what, never mind, because I can't even find the.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I said that's OK. I can't even find the patient, so I'm just gonna have to call back once I get to that account because I thought I had it. I thought I had it pulled up. Alright, can I get a call reference number in your name?
[AGENT][POSITIVE] OK, no worries.
[AGENT][POSITIVE] All righty. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll use my name in today's date as a reference for today's call, [PII], first initial last name is [PII], and anything else?
[CUSTOMER][POSITIVE] Nope that's it thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.