AccountId: 011433970860
ContactId: a911a2d3-7622-4221-b87e-227a6b31dc2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223199 ms
Total Talk Time (AGENT): 92460 ms
Total Talk Time (CUSTOMER): 76021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a911a2d3-7622-4221-b87e-227a6b31dc2d_20250213T18:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was just calling to check on claim status for a patient.
[AGENT][POSITIVE] OK, I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and you're calling from a provider?
[CUSTOMER][NEUTRAL] Uh yes, MUSC.
[AGENT][NEUTRAL] OK, alright, and what's that policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is.
[CUSTOMER][NEUTRAL] 02521722
[AGENT][NEUTRAL] OK, and verify the name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Uh yes, uh, [PII].
[AGENT][NEUTRAL] Alright thanks [PII] and you're calling for a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, what's the date of service?
[CUSTOMER][NEUTRAL] Um, there's two on the same date. It's [PII].
[AGENT][NEUTRAL] OK, and what's the bill amount?
[CUSTOMER][NEUTRAL] Um, the first one is 1180 and the second one is 1,628.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I only show one claim for that date of service and it does not have either of those bill amounts that we only have the facility charges for that date of service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK, let me see if we sent it to the right, so I have [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] When was it mailed?
[CUSTOMER][NEUTRAL] So, it looks like it was
[CUSTOMER][NEGATIVE] Resent out [PII].
[AGENT][MIXED] Yeah, we should absolutely have that but the only thing I show is the facility bill for that date of service.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Uh, you can submit the claim by fax as well as online.
[AGENT][NEUTRAL] But I don't show that we have anything here for that date of service outside of the facility claim.
[CUSTOMER][NEUTRAL] OK, did you say that the claim can be submitted online or by fax?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What is the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then online what is your website?
[AGENT][NEUTRAL] The website is [PII].
[CUSTOMER][NEUTRAL] OK, very good. Thank you for, um, I guess I could get a call reference number for today.
[AGENT][NEUTRAL] Use my name in today's date. It's [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you for your help.
[AGENT][POSITIVE] No problem, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks.