AccountId: 011433970860
ContactId: a933b1ba-ce81-4080-8697-b2b7f4c1796e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166919 ms
Total Talk Time (AGENT): 49871 ms
Total Talk Time (CUSTOMER): 73477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a933b1ba-ce81-4080-8697-b2b7f4c1796e_20250513T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm with Surgery Center of Aventura. I'm calling for claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number for that patient?
[CUSTOMER][NEUTRAL] It's 02506900 ML 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. [PII].
[AGENT][NEUTRAL] And what were the date of service and bill charges?
[CUSTOMER][NEUTRAL] OK, the first data service we're looking at is [PII] of this year.
[CUSTOMER][NEUTRAL] And the amount of 23,649.
[AGENT][NEUTRAL] Uh, I don't show that claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you confirm with me, uh, are we able to submit it electronically?
[AGENT][NEUTRAL] Um, yes, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Are you filing a claim for [PII]?
[AGENT][NEUTRAL] Uh, let's see, [PII].
[AGENT][NEUTRAL] Uh, what were those bill charges?
[CUSTOMER][NEUTRAL] 23,649.
[AGENT][NEUTRAL] Uh, don't show a claim on file for that.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] If, uh, what other form of, of pro of uh getting a claim, uh, can I email or, or fax a claim to you?
[AGENT][NEUTRAL] Um, yes, fax, you can fax it. Um, our number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And what was your name again?
[AGENT][NEUTRAL] Anything else
[AGENT][NEUTRAL] Uh, my name is [PII], and is there anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] May I have a reference number?
[AGENT][NEUTRAL] Uh, just my name, [PII], first initial to last name, [PII], and today's date would be the reference number.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.