AccountId: 011433970860
ContactId: ac16a79f-865f-4fdb-892f-f468791a1514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328040 ms
Total Talk Time (AGENT): 156900 ms
Total Talk Time (CUSTOMER): 167890 ms
Interruptions: 6
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ac16a79f-865f-4fdb-892f-f468791a1514_20250414T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and I'm calling to check on the status of a claim.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] and when you get to recording my extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 280-19107.
[AGENT][NEUTRAL] 280-191-07.
[CUSTOMER][NEUTRAL] Yeah, but hold on just a minute. I think I might have gave you the primary. OK, here is the correct policy number it's 01644467.
[AGENT][POSITIVE] All right, that sounds better.
[CUSTOMER][NEUTRAL] With a group number of 16265, yeah, I gave you the first insurance instead of the second insurance.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] It's all right. It's Monday. We'll go with anything.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was a number anyway.
[AGENT][NEUTRAL] That's right. At least she gave me a number.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] What is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Her name is [PII], with the birth date is [PII].
[AGENT][POSITIVE] Perfect, thank you. And what is that date of service? I'll be happy to check that claim status for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For [PII], I don't have a claim on file for [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is it a single date range?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And it was for a balance after her primary insurance and uh looks like we sent it out.
[CUSTOMER][NEUTRAL] Let's see here [PII].
[AGENT][POSITIVE] Oh, well, I am glad that you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Called. Now you can actually fax that claims directly to us if you would like.
[CUSTOMER][NEUTRAL] Yes, I would. What is it? What is it fax?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that comes straight to our claims department and of course we will need that um EOB as well.
[CUSTOMER][NEUTRAL] OK, I can send that to you. OK, I will fax that out today. Can you give me a reference number?
[AGENT][NEUTRAL] Your reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] For our call?
[CUSTOMER][NEUTRAL] OK you said you're OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's a different spelling.
[CUSTOMER][NEUTRAL] I would never guess that.
[AGENT][NEUTRAL] Yeah, yeah, that my parents decided to, yeah, they made, they decided they were gonna make me spell it all the time, so.
[CUSTOMER][NEUTRAL] With today's date.
[CUSTOMER][NEGATIVE] Yeah, yeah, and you'll never get anything with your name on it.
[AGENT][POSITIVE] Very so that's right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But that's OK.
[CUSTOMER][NEUTRAL] All these other kids running around with their little name tags or whatever, bicycle things and uh not you.
[AGENT][NEUTRAL] Oh, yeah. Souvenir shopping never found my name.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] That's all right. Whatever.
[CUSTOMER][NEUTRAL] But that's OK. They say that's not a good thing anyway because then people know your name and people try to get by with things that they shouldn't be, so.
[AGENT][POSITIVE] That's right. Exactly.
[CUSTOMER][NEGATIVE] That's not a good thing nowadays you can't trust anybody.
[AGENT][NEGATIVE] Can't trust any, it's so sad to me cause I'm from the days when you could trust everybody and everybody helped everybody.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But no longer.
[CUSTOMER][NEUTRAL] Everybody knew everybody. You went out and played the dark, and then you went home and didn't think anything about it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, he didn't have to worry about anything. Exactly. I mean, 3 hours.
[CUSTOMER][NEUTRAL] Mm. You, I remember we used to go trick or treating. Yeah, we used to go trick or treating and it was nothing for us to, cause I live in the country, to walk like a male on either side of our houses and not think anything about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] And now you go 3 hours without hearing from your kids and you're like scared to death. Something's happened.
[CUSTOMER][NEUTRAL] But now I wouldn't dare let my kids.
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] I used to, we'd leave after lunch and come home when it was dark, you know.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Everybody knew where everybody was anyway.
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] Yeah, you knew where they were at because there was only so many kids in the neighborhood.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And if they weren't at one house, they were at another house, so.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Uh, not anymore.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] My how times have changed.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] And all these Facebooks and everybody knows everybody and everybody watches everybody.
[AGENT][POSITIVE] And everybody's business, exactly, exactly. But we'll just have to take care of our little part of our little world.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] All right, well, let's just.
[CUSTOMER][POSITIVE] I will fax this out to you today. Thank you so ve[PII], very much.
[AGENT][POSITIVE] All right, we'll be happy to take care of that. And [PII], it was a pleasure to assist you with that claim status. Anything else before you go?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] No, you just have a good week.
[AGENT][POSITIVE] I hope you do too. And thank you for calling APL. You take care.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.