AccountId: 011433970860
ContactId: a1c59e70-34e4-4285-aed7-65c8afcfebb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224080 ms
Total Talk Time (AGENT): 111407 ms
Total Talk Time (CUSTOMER): 65791 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a1c59e70-34e4-4285-aed7-65c8afcfebb1_20250602T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] calling from facility. I'm looking for a claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's policy number is 01868830.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. May I have the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $14,073 even.
[AGENT][NEUTRAL] All right. [PII] $14,073 even. Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional. One moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct, we don't have any claims for [PII], so [PII], we don't have any claims for [PII].
[CUSTOMER][NEUTRAL] Patient effective or not?
[AGENT][NEUTRAL] Um, yes, let me get the effective date.
[AGENT][NEUTRAL] And the policy effective date is [PII] and is still active.
[CUSTOMER][NEUTRAL] Could you please confirm your mailing address and pay ID?
[AGENT][NEUTRAL] Mhm. Sure. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] This claim needs to be.
[CUSTOMER][NEUTRAL] OK. May I know the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, and this claim needs to be either faxed or mail. Go ahead.
[CUSTOMER][NEUTRAL] OK. You can
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So um uh.
[CUSTOMER][NEUTRAL] May I know the pay ID?
[AGENT][NEUTRAL] OK. The payer ID is 60801. Again, that's 60801. Now, this claim needs to be either faxed or mail. We need the primary EOB attached to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. Is there anything?
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.