AccountId: 011433970860
ContactId: a1ee3a7a-692c-4f68-a327-9e1de6ef3088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344279 ms
Total Talk Time (AGENT): 76214 ms
Total Talk Time (CUSTOMER): 165409 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a1ee3a7a-692c-4f68-a327-9e1de6ef3088_20250611T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling We have Coa Physical Therapy to check claim status. How are you doing today?
[AGENT][NEUTRAL] Fine, and your name is again?
[CUSTOMER][NEUTRAL] First name, [PII]. Last name initial [PII].
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Policy number 01713646 H like Henry L like Lima B like Bravo.
[CUSTOMER][NEUTRAL] May I have your first name, last name, can you spell it, please?
[AGENT][NEUTRAL] [PII] last initial [PII] And what was the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient first name [PII], last name [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK, a callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK, and data service amount of the charge?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The data service.
[CUSTOMER][NEUTRAL] [PII], total charge amount, $310 even.
[AGENT][NEUTRAL] Uh, you called earlier about this policy and I told you that policy number you gave, the 1713646 has uh terminated [PII]. Do you want the correct or current policy number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, one moment. This policy number term date, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I have the current policy number?
[AGENT][NEUTRAL] 2191098.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we have not received that claim.
[CUSTOMER][NEGATIVE] No claim received.
[CUSTOMER][POSITIVE] Thank you so much. The member effective date is [PII], still active, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the mailing address [PII]. OK, [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. The fax number is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] Mhm. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, OK, can I move to the next data service for this patient?
[AGENT][NEUTRAL] Data service, amount of the charge.
[CUSTOMER][NEUTRAL] Yeah. And the next date of service, [PII], total charge amount, $317 even.
[AGENT][NEUTRAL] Moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And we have not received that claim.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I move to the next data service?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This patient?
[CUSTOMER][NEUTRAL] And the next data service.
[CUSTOMER][NEUTRAL] [PII], total charge amount, $310 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I move to the next data service for the same patient?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next data service, [PII]. Total charge amount, $317 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Can I move to the next data service for same patient?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The next date of service, [PII].
[CUSTOMER][NEUTRAL] Total charge on $317 even.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][POSITIVE] Thank you so much. Can I move to the next data service.
[AGENT][NEUTRAL] Same patient.
[CUSTOMER][POSITIVE] Yes, I'm patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next data service is [PII]. Total charge amount $634 even.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're asked about this claim before and we still have not received the claim.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, kindly confirm that the member have a secondary supplementary policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Yeah, thank you so much, [PII], the SD may I have the call reference number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][NEUTRAL] Your name and today's date, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII], today assisting.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Uh-huh. Thank you for calling APL. Have a great day. Bye.