AccountId: 011433970860
ContactId: bec89404-1890-42f3-b324-db8fe376071e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270510 ms
Total Talk Time (AGENT): 82904 ms
Total Talk Time (CUSTOMER): 94531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/bec89404-1890-42f3-b324-db8fe376071e_20250408T16:12_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Direct line, policy number is 02553145.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I have that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Um, he has two, both on [PII]. Uh, the first amount is $309.
[AGENT][NEUTRAL] Do you have a procedure code? Is it for a facility or is it an office visit?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, code is 46,050 and this is the um.
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm not showing the claim on file for the date of service with the procedure code.
[AGENT][NEUTRAL] You say [PII], correct?
[CUSTOMER][NEUTRAL] How about one for 4?
[CUSTOMER][NEUTRAL] Yes, how about um the other one?
[AGENT][NEUTRAL] And we'll
[AGENT][NEUTRAL] Can I have the bill amount for [PII]?
[CUSTOMER][NEUTRAL] And that one is
[CUSTOMER][NEUTRAL] Um, $745.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What was the second date of service? Or it's the same date, just a different procedure code?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. It's the same day, yeah, yes. Let me see how it went out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they're separated.
[CUSTOMER][NEUTRAL] Just wanted to make sure.
[CUSTOMER][NEUTRAL] That code is 46,020.
[AGENT][NEUTRAL] And what is that amount?
[CUSTOMER][NEUTRAL] $745.
[AGENT][NEUTRAL] 13745.
[CUSTOMER][NEUTRAL] No, I'm sorry, the first one was 309.
[CUSTOMER][NEUTRAL] And the second one was 745.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Not showing the claim on file for uh he has the member has claims on file for that data service but not for those CPT codes.
[CUSTOMER][NEUTRAL] Um, he has another one here that looks like a process. Well, no, not for you all yet. Um, do you have the other one,
[CUSTOMER][NEUTRAL] With procedure code 00902.
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] Yes, is that the claim that you're seeing on file?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I'm seeing a facility charge.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh OK, well then we're gonna have to get this to you. Is there a fax number I can fax it to or?
[AGENT][NEUTRAL] Mhm, we have a fax number, we have a pay ID as well and a mailing address.
[CUSTOMER][NEUTRAL] I'll take the fax please.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] So the fax number is [PII]. That's [PII]. Attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Their reference number?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] C.