AccountId: 011433970860
ContactId: ae9b3d41-9910-424d-ac56-55d5040f1816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221410 ms
Total Talk Time (AGENT): 97810 ms
Total Talk Time (CUSTOMER): 86686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ae9b3d41-9910-424d-ac56-55d5040f1816_20250108T19:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on claims.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and can I get the spelling of your name?
[CUSTOMER][NEUTRAL] Uh yeah, that is [PII] Last initial of my name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII]. Um sorry, can you spell your name too?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that is 022862.
[CUSTOMER][NEUTRAL] 19 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but before we proceed, I would like to inform you that this call is being recorded for training and quality purpose. So, are you OK with that?
[AGENT][NEUTRAL] Mm sure. Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's, that is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] That is [PII] $850 even.
[AGENT][NEUTRAL] OK. [PII] for [PII]. All right, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional. And let's see, it looks like we did process the claim. It was received on.
[AGENT][NEGATIVE] [PII], processed [PII], and it looks like we're missing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Uh, actually, we did send it via fax on [PII].
[AGENT][NEGATIVE] We have not received it.
[CUSTOMER][NEUTRAL] Uh, can you confirm the fax number?
[AGENT][NEUTRAL] Sure, the fax number is [PII].
[CUSTOMER][POSITIVE] Yeah, that's the correct one.
[AGENT][NEUTRAL] Mhm. Yes, we have not received the EB so it just needs to be sent back.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, no issues then. Uh, can you confirm the claim number that is 3523377. Is it correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. OK, no issues. Can I have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. OK, then. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, nothing, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.