AccountId: 011433970860
ContactId: a2206afe-a7c5-4278-bf4c-d262a4796b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195779 ms
Total Talk Time (AGENT): 60847 ms
Total Talk Time (CUSTOMER): 69689 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a2206afe-a7c5-4278-bf4c-d262a4796b7d_20250617T18:48_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Southeast Health Medical Center and need to see if you received the claim.
[AGENT][NEUTRAL] OK, I'm happy to check a claim, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02586408
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][POSITIVE] Thank you and then data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the build amount?
[CUSTOMER][NEUTRAL] $1,286.41.
[AGENT][NEUTRAL] I'm not showing any claims on file for that date of service it looks like.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] On the back of this card it says to send the bill to IMA Inc [PII].
[AGENT][POSITIVE] Mhm. That's correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] Have you got a fax number that we can fax it to?
[AGENT][NEUTRAL] For IMA it doesn't look like they do they just have a payer ID also.
[AGENT][NEUTRAL] Do you want the payer ID?
[CUSTOMER][NEUTRAL] It's 645-556.
[AGENT][NEUTRAL] Yeah, that's what I have off of their card also. These are, yeah, these are processed through not through us or done through um third part, the IMA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just try to submit it with the.
[CUSTOMER][NEUTRAL] Your ID number and see if that'll go through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name is [PII], which is spelled [PII] Initial of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK