AccountId: 011433970860
ContactId: aa501774-53d8-4885-973a-2408039797f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195000 ms
Total Talk Time (AGENT): 61908 ms
Total Talk Time (CUSTOMER): 123841 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/aa501774-53d8-4885-973a-2408039797f4_20250225T18:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for I'm sorry, good afternoon. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling you from the provider's office. And I'm looking for a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm. Policy number is 01753781 M. like Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm. Callback number it's [PII]. It's a direct line. There's no extension.
[AGENT][NEUTRAL] Uh, what was the area code again? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm. Sorry. It's [PII].
[AGENT][NEUTRAL] What was the area code? [PII]. OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And the charge is $477.66.
[AGENT][NEUTRAL] OK, and the balance after primary insurance process the claim?
[CUSTOMER][NEUTRAL] 166.86.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Let my little one.
[CUSTOMER][NEUTRAL] Mm. And you say your first name is, sorry?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] So we have submitted this, uh, actually we have resubmit this claim on [PII] and the address we have on file which is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the city, it's [PII].
[AGENT][NEUTRAL] Uh, that is correct. If you like, I can give you a fax number. You can fax the claim to our office.
[CUSTOMER][POSITIVE] OK, sounds great. Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is any attention [PII]?
[AGENT][NEUTRAL] Uh, no, to attention claims department.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, sounds good. So I can do one thing, go ahead and, uh, fax this claim along with the primary EOB to you guys.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm, sounds great thank you so much, [PII], and do you have a reference number of this call?
[AGENT][NEUTRAL] Uh, no, sir, we don't give reference numbers. You may use my name is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sounds great. Thank you so much, [PII], and have a wonderful day ahead. Bye-bye. Take care.
[AGENT][POSITIVE] Alright, you're welcome, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm bye bye.