AccountId: 011433970860
ContactId: b9065de4-241a-411c-8349-37768bc20f90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140259 ms
Total Talk Time (AGENT): 54489 ms
Total Talk Time (CUSTOMER): 73961 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b9065de4-241a-411c-8349-37768bc20f90_20250221T13:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. It's [PII] again. I need to check status and then
[AGENT][NEUTRAL] Hi, [PII] again.
[CUSTOMER][NEUTRAL] I'm sorry. Hi, can you check status for me on another claim, please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am, is that callback number the [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And what is the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] This policy is 02473502.
[AGENT][NEUTRAL] And that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII], [PII].
[AGENT][NEUTRAL] Alright thank you and what is that date of service?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, data service is 11725 in the amount of $990.
[AGENT][NEUTRAL] OK, I'm checking for Grady. We don't have a claim on file for [PII].
[CUSTOMER][NEUTRAL] You don't have anything on file for that day?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK thank you I'll go ahead and fax it.
[AGENT][NEUTRAL] All right. And
[CUSTOMER][POSITIVE] Thank you so much, [PII] uh.
[AGENT][NEUTRAL] And [PII], do you, are you aware that we do have a provider portal?
[CUSTOMER][NEUTRAL] Portal, I do, but you know what the problem with the portal is that it requires the patient's last four of the social. And since based on HIPAA, it's no longer a
[AGENT][NEUTRAL] For the social, yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Used as a method of ID, so I don't know why you guys, they never fixed it, they should, that would be great.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Um, unfortunately, that's their requirements.
[CUSTOMER][POSITIVE] Yeah. Thank you so much though. I really appreciate it.
[AGENT][POSITIVE] My pleasure. I just wanted to make sure that you were aware of that. And [PII], call us back if you need anything else. We're here to help you, OK?
[CUSTOMER][NEUTRAL] Uh yes, we are.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] And, and again, have a happy weekend.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you, you too, sweetie. Bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm