AccountId: 011433970860
ContactId: b23ca3c9-a54c-487a-b5a2-7ceb5ad0cce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303679 ms
Total Talk Time (AGENT): 113348 ms
Total Talk Time (CUSTOMER): 154866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b23ca3c9-a54c-487a-b5a2-7ceb5ad0cce3_20250303T16:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I need to confirm that a claim was received and on file with your um company for a patient.
[AGENT][NEUTRAL] OK, I can verify that for you. And your name is?
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] And you said [PII], right?
[AGENT][NEUTRAL] Uh, no, ma'am, it's [PII]
[CUSTOMER][NEUTRAL] OK, I'm sorry I don't know how I got [PII].
[AGENT][NEUTRAL] And Ms. [PII], um, I like, I get [PII] or [PII], so I, I guess I think it's the way I say my name.
[AGENT][NEUTRAL] And what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 0149315.
[AGENT][NEUTRAL] Uh, sounds like it's missing a number. Give me one moment. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Yeah, 01749315.
[CUSTOMER][NEUTRAL] Uh yes, the 017.
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 49315
[CUSTOMER][NEUTRAL] That right sound right?
[AGENT][NEUTRAL] OK, it could be our number. Give me one moment. 1493.
[CUSTOMER][NEUTRAL] I can give you their names too though if you need it.
[AGENT][NEUTRAL] Uh, yes, ma'am. The patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, the first data service is there's two of them I'm gonna ask you about, um, the first date of service is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second, I see where I'm at here.
[CUSTOMER][NEUTRAL] Um, [PII], the building amount was $267.
[AGENT][NEUTRAL] OK, and the other data service and amount of that charge.
[CUSTOMER][NEUTRAL] Uh, is [PII] and $306.
[AGENT][NEUTRAL] 306. OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't show we've received those claims. Um, can you verify the address it was submitted to, or they were submitted to?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, uh, hold on, let me see.
[CUSTOMER][NEUTRAL] Uh, do you show for 1120 24 2024 $239 claim?
[AGENT][NEUTRAL] 239. Uh, yes, and I show we received that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, so I faxed, um, the claim for 1120 2024 for $267 and $239. I faxed those on February.
[CUSTOMER][NEUTRAL] And you only saying you only received one, is that correct?
[AGENT][NEUTRAL] Uh, yes, we just received the one for 2:39.
[CUSTOMER][NEUTRAL] OK, hold on, and what day did you receive that?
[AGENT][NEUTRAL] Uh, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, it looks like it was received on [PII].
[CUSTOMER][NEUTRAL] Yeah, so we should have gotten the other one at the same time. Um, is there a way you can check to see about that fax?
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Yes, ma'am, give me one moment.
[CUSTOMER][POSITIVE] OK, OK, thanks.
[AGENT][NEUTRAL] OK, I do show we received the one for 267. I'll send a request to have that re uh processed. Give me one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Probably because I faxed them together.
[AGENT][NEUTRAL] Yeah, it looks like it came in funny, but it was received, but um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, and the 239 the claim for 239 already paid, so I'm not, I don't need any more information on that one, and then we'll just get that 267 claim answer.
[AGENT][NEUTRAL] Yeah, I'll send a request to have that processed. Um, I'll figure that about 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and then.
[AGENT][POSITIVE] But it, it's good, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead, no, I'm sorry, you go ahead.
[AGENT][NEUTRAL] Uh, I was gonna say as far as the [PII], I don't show we received that one.
[CUSTOMER][NEUTRAL] Oh, that's what I was just gonna, that was what what I was gonna ask you. OK, I'm gonna fax that [PII] claim, um, to the same fax number I sent these others to, and then, um, I'll get that over to you guys.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do I need a reference number or anything from?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Got you. Alright, [PII], I appreciate your help today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.