AccountId: 011433970860
ContactId: a28f3f88-1c7b-4975-924c-bce3ba27f41c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196179 ms
Total Talk Time (AGENT): 55403 ms
Total Talk Time (CUSTOMER): 146489 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a28f3f88-1c7b-4975-924c-bce3ba27f41c_20250128T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the provider's office to check on a claim status. Could you please help me?
[AGENT][NEUTRAL] Yes, ma'am. I can help you. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Uh, sure. My callback number's a direct line, no extension. It's [PII].
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, give me one second.
[CUSTOMER][NEUTRAL] Policy number is 02446510. 24.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Patience's first name is [PII] Last name is, I'll spell it, it's like [PII]
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Thank you. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can look that up for you. What date service was it for?
[CUSTOMER][POSITIVE] Thank you. The date of service is [PII]. It's totally charged for $237 even.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] So they do it.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yeah Oh, claim on file. OK, one second. Uh, all right, thank you. Can I just have the patient's effective date and termination date, please?
[AGENT][NEUTRAL] No claim on file.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's still active. It don't have one.
[CUSTOMER][NEUTRAL] No termination date. OK. Thank you. Can
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] OK, thank you. Can I just have the claim mailing address and the payer ID please?
[AGENT][NEUTRAL] 60801 is the payer ID.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] It's PO Box.
[CUSTOMER][POSITIVE] Smart.
[AGENT][NEUTRAL] 248,950
[AGENT][NEUTRAL] Oklahoma City.
[AGENT][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] One second. Thank you. Can I have the timely filing, please? You do not. OK, thank you. Can I just have a call reference number for our call?
[AGENT][NEGATIVE] We do not have timely filing.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Yeah, that's all for today. I had only one patient. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling API. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.