AccountId: 011433970860
ContactId: baa2f27f-cc7c-47e7-a603-3e0bcc6ed34e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254389 ms
Total Talk Time (AGENT): 85923 ms
Total Talk Time (CUSTOMER): 80050 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/baa2f27f-cc7c-47e7-a603-3e0bcc6ed34e_20250121T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on a claim. I'm not sure if I'm in the right place or not.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], thank you, and your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and [PII], what is that policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D 43,731,510.
[AGENT][NEUTRAL] OK, it'll be different policy number for APL. Give me one moment please.
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEGATIVE] Uh, it's [PII].
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That's the last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and if you could spell that for me?
[CUSTOMER][NEUTRAL] Yeah, give me one second.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh, I gotta read my notes.
[CUSTOMER][NEUTRAL] Eligible. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, just like this one, OK, and the first name, thank you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Is that spelled [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the date of birth please for the patient.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much for the information. I was able to locate the policy for APL. Let me provide you with the policy number please, when you're ready. It will be different from the member ID number.
[CUSTOMER][NEUTRAL] OK, let me get a OK, policy number.
[AGENT][NEUTRAL] 251-728-5
[CUSTOMER][NEUTRAL] OK 7285.
[AGENT][NEUTRAL] OK, and you're calling for claim status and what date of service and charge amount?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Um, it's [PII] for a total of $133.12.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and just to repeat that was [PII], 2024 $133.12 for Leo. OK, OK, thank you so much. I do not show that we have received that claim. Um, no claim is on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're sending this to payer ID 64556, is that correct?
[AGENT][NEUTRAL] Let me check that for you one moment.
[AGENT][NEUTRAL] Yes, 645-556. That is correct.
[CUSTOMER][NEUTRAL] OK, so let me get this resubmitted and I'll change the pay I mean the member's ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I just get a call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name [PII] last initial [PII], and today's date. Anything else I can help you with please, [PII]?
[CUSTOMER][POSITIVE] Nope, that'll be all thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling AP I'll take care bye.
[CUSTOMER][NEUTRAL] Bye bye.