AccountId: 011433970860
ContactId: abdeb2af-bc23-48ff-b796-0255d8afad15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234300 ms
Total Talk Time (AGENT): 63690 ms
Total Talk Time (CUSTOMER): 96769 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/abdeb2af-bc23-48ff-b796-0255d8afad15_20250512T17:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling to get some information on a claim of mine.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be for my patient [PII] for 021-50702.
[AGENT][NEUTRAL] OK, thank you, give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII] that'll be direct line.
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] 122. 25 for $2,206.
[AGENT][NEUTRAL] And do you have a
[CUSTOMER][NEUTRAL] Um, and there.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] I was just gonna say um there the only difference is I just got information on a claim that was paid that was for the assistant. I'm calling on behalf of the actual like doctor. The last one that paid has a modifier of AS. I got all that that's already been applied and everything. I'm calling for the one that doesn't have a modifier on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the balance after primary?
[CUSTOMER][NEUTRAL] Make sure that that's getting paid also.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not 100% sure. I'm still kind of new, so.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEGATIVE] Yeah, unfortunately my coworker that is my tag team is gone for the rest of the day for something that she take care of so.
[AGENT][NEUTRAL] OK, give me one moment, [PII].
[AGENT][NEUTRAL] I don't show we received that claim.
[AGENT][NEUTRAL] Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for sure, I have [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I'll go ahead and resubmit that because like I said you guys paid the other one so I'll just attempt to resubmit that and go from there.
[AGENT][NEUTRAL] OK, and if you like, I can give you a fax number if you like to fax the claims.
[CUSTOMER][NEUTRAL] Um, what was the fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Cool. And then I said, do you guys send something back stating that you guys received it or anything, or?
[AGENT][NEUTRAL] Uh, if it's faxed, you should receive a confirmation that it's been received.
[CUSTOMER][NEUTRAL] OK cool and then just your name one more time.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][POSITIVE] Cool thank you so much have a good rest of your day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL bye.