AccountId: 011433970860
ContactId: b0f33d78-1bbf-4eb0-8e4f-5a377b36b457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257619 ms
Total Talk Time (AGENT): 78082 ms
Total Talk Time (CUSTOMER): 86190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b0f33d78-1bbf-4eb0-8e4f-5a377b36b457_20250515T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office.
[CUSTOMER][NEUTRAL] To check on the claims.
[AGENT][POSITIVE] OK, sure, I can assist you with claims Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 025182.
[CUSTOMER][NEUTRAL] 03
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII], and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is 3037.76 cents.
[AGENT][NEUTRAL] OK, so that's $3,0037.76?
[CUSTOMER][NEUTRAL] $3,037.76.
[AGENT][NEUTRAL] OK, thank you. And let me see if I can find this claim for you for future. You can check claim status online through our website at [PII] and that's just optional. And let me check and see if this is a claim. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Um, Ms. [PII], we have not received that claim as of today.
[CUSTOMER][NEUTRAL] We have remitted the claim on [PII]. As per the previous call reference number A N N A L 04102025. They asked us to resubmit the claim to the payer ID 68081.
[AGENT][NEUTRAL] Mm. The claim needs to be either fax or mail. I can give you the fax number.
[CUSTOMER][NEUTRAL] The mailing address is [PII]. It was sent to this.
[AGENT][NEUTRAL] It was sent to that address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. We have not received the claim, but that is the correct address. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get your call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Can you tell your name, I mean, spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, thank you. Have a good day. Bye for now.
[AGENT][NEUTRAL] Mm