AccountId: 011433970860
ContactId: ba08a898-90f7-45c8-9e3e-6199159a8c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167100 ms
Total Talk Time (AGENT): 43959 ms
Total Talk Time (CUSTOMER): 69668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ba08a898-90f7-45c8-9e3e-6199159a8c18_20250509T22:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], my name is [PII]. I'm trying to get status on a claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] And is it a claim are you with the provider's office or is it for yourself?
[CUSTOMER][NEUTRAL] No, it's I'm the provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02510819
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 9565.
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] 127128 [PII], 33708.
[AGENT][NEUTRAL] It looks like we received a physician charge, but I assume this is for facility, correct?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to see when we billed you guys. We billed it back on [PII].
[CUSTOMER][NEUTRAL] The address I have on file is [PII].
[AGENT][NEUTRAL] Yes, that's right. Um, can you fax it to us?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I can. What's the fax number?
[AGENT][NEUTRAL] Um, our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I'm assuming you guys need a copy of the primary AB.
[AGENT][POSITIVE] We do, yes, please.
[CUSTOMER][NEUTRAL] OK, do I put it to anybody's attention?
[AGENT][NEUTRAL] That comes directly to our claims department.
[CUSTOMER][NEUTRAL] OK, yeah, I can get that over to you guys in just a few minutes and I'm, and you said with [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Any reference number for the telephone call?
[AGENT][NEUTRAL] That's just my name, first initial to last name, [PII], and today's date. Can I help with anything else, [PII]?
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][POSITIVE] No ma'am, that is it. Thank you so much. Have a nice weekend.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.