AccountId: 011433970860
ContactId: bb4bdb5c-acad-4e47-8a15-78765cdde500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322920 ms
Total Talk Time (AGENT): 86953 ms
Total Talk Time (CUSTOMER): 126833 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/bb4bdb5c-acad-4e47-8a15-78765cdde500_20250107T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from an urgent care. How are you?
[AGENT][POSITIVE] Good, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm also good, thank you so much for asking. Actually I'm calling regarding one of my patients calling for themselves. Can you help me out with this, please?
[AGENT][POSITIVE] Yeah, I'm happy to check a claim for you today. What's the policy number?
[CUSTOMER][NEUTRAL] That's gonna be 01636012.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up here. One moment.
[CUSTOMER][POSITIVE] Mhm take your time.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for that. And then what is the date of service?
[CUSTOMER][NEUTRAL] Date of service, [PII] and the total bill charge was gonna be $265.93.
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you said date of service just to confirm was uh [PII], correct?
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] No claim.
[CUSTOMER][NEUTRAL] OK, uh, so can you tell me what's the bill ID and mailing address?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claims mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. uh, that's all I'm looking for. Let me see if I have any claims. Just give me a moment.
[CUSTOMER][NEUTRAL] OK, so let's see if I have something else.
[CUSTOMER][NEUTRAL] On my account.
[CUSTOMER][NEUTRAL] Content.
[CUSTOMER][NEUTRAL] So this is the only mailing address we have, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, actually I have one more claim for this one.
[CUSTOMER][NEUTRAL] Um, the claim number, just allow me a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, um, I have the status. Thank you so much. Uh, one more claim I have, uh.
[CUSTOMER][NEUTRAL] And the claim number, sorry, the member ID for.
[CUSTOMER][NEUTRAL] This one was gonna be.
[CUSTOMER][NEUTRAL] 1 01816167.
[AGENT][NEUTRAL] OK. And what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that. And then what is the date of service?
[CUSTOMER][NEUTRAL] The service I have [PII].
[CUSTOMER][NEUTRAL] And the total will charge $309.01.
[AGENT][NEUTRAL] [PII] is the date of service.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I'm not showing any claims on file for that date of service.
[CUSTOMER][POSITIVE] OK, um, got it, thank you so much. That's all I'm looking for, sir. Is there any, uh, reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that is spelled [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, sir. It's very nice to speak with you and have a great day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.