AccountId: 011433970860
ContactId: b8d2d263-16fe-4317-af2f-a8eb40be879b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282410 ms
Total Talk Time (AGENT): 67920 ms
Total Talk Time (CUSTOMER): 122124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/b8d2d263-16fe-4317-af2f-a8eb40be879b_20250626T15:40_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, yeah, you said this is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling from Norton Hospital. I have a claim I wanna check status on, please.
[AGENT][NEUTRAL] OK, yes ma'am, I can verify claim status for you and your name is one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] D as in David 459.
[CUSTOMER][NEUTRAL] 0841.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. It sounds like through IMA, uh, excuse me, what is your social?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is a, yes, uh it is a IMA Inc.
[CUSTOMER][NEUTRAL] Um, that's the number we I had on the card. Does the patient ID, let me go back because I just seen something, uh, I don't know if this is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Say that one more time, and if your phone cut out.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Let me see if that
[CUSTOMER][NEUTRAL] Because I'm going back to where I stay in the car on side.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And so yeah, the policy number is 02 policy er number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what it was 02044285.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, a different insured's name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK, yes ma'am, you're calling from provider's office. What was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, this data service was, let's see.
[CUSTOMER][NEUTRAL] [PII] with the bill amount being uh $5,163.42.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] In my head though.
[AGENT][NEUTRAL] I do not show that claim has been received. Um, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, the address was.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] My goddamn yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am. That is the correct address. If you like, I can give you a fax number if you like to fax it to us.
[CUSTOMER][NEUTRAL] OK, let me just go back to.
[CUSTOMER][NEUTRAL] OK, let me just because I had another one.
[CUSTOMER][NEUTRAL] Uh, on this patient, [PII].
[CUSTOMER][NEUTRAL] Come on, come on.
[CUSTOMER][NEUTRAL] Uh, what's the name of this facility again?
[AGENT][NEUTRAL] Our company APL.
[CUSTOMER][NEUTRAL] APL. Let me see if we got APL.
[CUSTOMER][NEUTRAL] Mm, so this patient had another day of service and what I was trying to do is find that patient again.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The patient name was [PII]. What else?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was the last
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Well I can't find that, but
[CUSTOMER][NEUTRAL] Let's go for that. OK, what I can do is I'll just send it to um that uh the address that we have on file.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I just have it resubmitted.
[AGENT][POSITIVE] OK, yes, ma'am. Uh, thank you for calling APM Ms. [PII]. You have a great day.
[CUSTOMER][NEUTRAL] OK, do you all give our reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Alright well thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.