AccountId: 011433970860
ContactId: a0ceaee9-4667-4429-8452-dd0340edd209
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155059 ms
Total Talk Time (AGENT): 38018 ms
Total Talk Time (CUSTOMER): 72132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a0ceaee9-4667-4429-8452-dd0340edd209_20250605T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] down at Twin Palms. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good I was just calling to see if you guys have received um some claims for a patient of ours.
[AGENT][NEUTRAL] OK, do you have a good call back, [PII], and I can help with that claim status.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Oh my gosh, where, um, would that be the outpatient benefit?
[CUSTOMER][NEUTRAL] Number?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, um, 02286545 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] I'm gonna spell the last name for you, [PII] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, so the first one is [PII]. Total bill amount is 320.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like you don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and how would you like us to resubmit if you guys are secondary? Do you want me to do it online or do we fax it?
[AGENT][NEUTRAL] Uh, fax is fine, and that number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And do you need a copy of the primary EOB?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, if I could just have a reference number for our call please.
[AGENT][NEUTRAL] That's my name, [PII]. First initial to last uh name is [PII], and today's date.
[CUSTOMER][POSITIVE] Alrighty [PII] you have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Thank you