AccountId: 011433970860
ContactId: 9e107f88-b1c3-42ac-b987-a21c37b39ac2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451369 ms
Total Talk Time (AGENT): 101794 ms
Total Talk Time (CUSTOMER): 89951 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9e107f88-b1c3-42ac-b987-a21c37b39ac2_20250312T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] APL is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider office. I want to know the claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 0228617 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you repeat the policy number to me one more time, please?
[CUSTOMER][NEUTRAL] 022861
[CUSTOMER][NEUTRAL] 7 M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] OK. That's not enough numbers. That's not coming up as a policy. Do you have um their social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can you spell their name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] again [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] All right, thank you for that. Let me take a look, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the patient's date of birth again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the date of service please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Build them out.
[CUSTOMER][NEUTRAL] $10,281 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Do you have a charge amount after the primary?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I don't have any claims on file for that billed amount and date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please tell me the policy effective date and term date?
[AGENT][NEUTRAL] Effective date is [PII]. Patient is still active, no term date.
[CUSTOMER][NEUTRAL] May I have the family filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] May I have
[CUSTOMER][NEUTRAL] May I have the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, may I have the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Fax number.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All friends now.
[AGENT][NEUTRAL] Mhm. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Can you please tell me the call reference?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My last initial is [PII].
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. The last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.
[AGENT][NEUTRAL] Mhm. OK.