AccountId: 011433970860
ContactId: a09048e1-ccb0-4912-968e-edb81cde7f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260260 ms
Total Talk Time (AGENT): 67359 ms
Total Talk Time (CUSTOMER): 91688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a09048e1-ccb0-4912-968e-edb81cde7f2b_20250409T13:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII] calling from provider's office to check on a claim. And before we proceed, would like to inform that calls have been recorded. Hope you're OK with that.
[AGENT][NEUTRAL] Um, yes, that's fine, [PII]. Could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And can I get the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh sorry, your voice is not clear.
[AGENT][NEUTRAL] OK. I need the policy number.
[CUSTOMER][NEUTRAL] Oh, sure. It's 01894766 M Mike Lima number 8.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 94766 M. Mike Lima number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and please repeat the member's date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service and bill charges on the client one more time.
[CUSTOMER][NEUTRAL] [PII] with bill amount of $300.
[AGENT][NEUTRAL] OK, I apologize. I'm not showing that claim on file.
[AGENT][NEUTRAL] How was the claim submitted?
[CUSTOMER][NEUTRAL] Uh, well, it was submitted through PO box which is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. It's the zip code is actually [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. That's the correct um zip code.
[CUSTOMER][NEUTRAL] OK. And can I have the call reference for the call?
[AGENT][NEUTRAL] Yes, for the card reference number you.
[CUSTOMER][NEUTRAL] Uh, do you accept claim through PayPal?
[CUSTOMER][NEUTRAL] Uh, also, sorry, electronically.
[AGENT][NEUTRAL] Um, yes, ma'am. Do you need our payer ID?
[CUSTOMER][NEUTRAL] Is it 60801?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help and hope you have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it. Can I recall your friends?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII] Last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Hope you have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] That