AccountId: 011433970860
ContactId: aa2f3eb6-1342-48ca-8481-06a26bae2d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166610 ms
Total Talk Time (AGENT): 56155 ms
Total Talk Time (CUSTOMER): 83027 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/aa2f3eb6-1342-48ca-8481-06a26bae2d94_20250317T17:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Arizona Desert Dermatology, and I was just calling to get status on a couple of claims.
[AGENT][NEUTRAL] OK, I can verify the claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is going to be 02277303M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, data service on the first one is, uh, [PII]. Total charge amount was $604.82.
[AGENT][NEUTRAL] OK. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Uh, it'd be 75.
[AGENT][NEUTRAL] OK, and the next day?
[CUSTOMER][NEUTRAL] Uh, next data service is, give me one second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It looks uh so oh give me here goes my computer.
[CUSTOMER][NEUTRAL] So there's gonna be 2 more with the same data service for 108 of 24 which is different charge amounts.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] No, no, you're fine. Um.
[AGENT][NEUTRAL] I don't show we received the claim for that data service. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, it looks like it was sent to, uh, give me one second.
[CUSTOMER][NEUTRAL] Was [PII]?
[AGENT][NEUTRAL] That is correct, yes, ma'am. Or if you like, I can give you our fax number if you like to fax the claims to us.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] Uh, fax number 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] And then just to confirm you got there's no way to submit these like electronically correct?
[AGENT][NEUTRAL] Uh, pay ID 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Bye.