AccountId: 011433970860
ContactId: bce7f849-d0f7-4509-a8d5-052458dcf9a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227130 ms
Total Talk Time (AGENT): 104504 ms
Total Talk Time (CUSTOMER): 61459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/bce7f849-d0f7-4509-a8d5-052458dcf9a6_20250509T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to see if a claim was received for a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, from my notes?
[CUSTOMER][NEUTRAL] Wellstar Medical Group.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] 01998220
[AGENT][NEUTRAL] Mhm. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Perfect. Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 3 19 2025 $232
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see if I can find this claim and for future you can check claim status online through our website at [PII] and that's just optional. And you said it was [PII].
[AGENT][NEUTRAL] OK, like we haven't let me.
[AGENT][NEUTRAL] Let me check pending claims.
[AGENT][NEUTRAL] We have not received that claim as of today.
[CUSTOMER][NEUTRAL] Let's see then.
[CUSTOMER][NEUTRAL] Let me check and make sure we sent this to the correct payer ID then let's see they sent it to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm not even showing a payer ID on this one, OK.
[CUSTOMER][NEGATIVE] No, I don't know what they did because there's not even a payer ID on it.
[AGENT][NEUTRAL] OK. Do you need the payer ID or the mailing address?
[CUSTOMER][POSITIVE] Yeah, let me get both of those just to make sure they've got it updated and just didn't have a glitch in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, no problem. All right, so the mailing address is, it goes to IMA and that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the payer ID is 64556.
[CUSTOMER][NEUTRAL] All right, thank you very much we'll get all that updated and sent back out then. I just need the reference number for the call if you'll give them.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you would like, Ms. [PII], do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yeah, let me get the spelling please.
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.