AccountId: 011433970860
ContactId: beddd7ba-41de-4758-9c0a-4e8102bfddc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295660 ms
Total Talk Time (AGENT): 56004 ms
Total Talk Time (CUSTOMER): 105590 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/beddd7ba-41de-4758-9c0a-4e8102bfddc5_20250522T19:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] looking for the claim status. Could you please help me out?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 0232.
[CUSTOMER][NEUTRAL] 323 7.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] And the patient name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] For the date of service is [PII] for the amount $129 even. I do have a specific question on this claim.
[AGENT][NEUTRAL] OK. Do you have the
[AGENT][NEUTRAL] Claim number
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, does it look like.
[CUSTOMER][NEUTRAL] Actually, we have some mhm.
[AGENT][NEGATIVE] It doesn't look like we've received it.
[CUSTOMER][NEUTRAL] You can receive
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I don't show the claim on file. Is it [PII] is the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient.
[CUSTOMER][NEUTRAL] Actually, we have submitted the claim through fax on [PII]. For the fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if we received it.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, I'm sorry, what was the bill charges?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, for the same patient, I have submitted 3 claims. The one is for $129.01 is for $1190 and last one is for $680.
[AGENT][NEUTRAL] Uh, it looks like we received the one for [PII] for 129. We received the one for 115 for 1190.
[CUSTOMER][NEUTRAL] Looks like we received one for [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't have the 14,680.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, all together we have submitted.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] We have, uh, yeah, we have submitted all together in one attachment, 3 claims were sent. Could you please verify one more time?
[AGENT][NEUTRAL] Yes, we, we haven't received the one for 680. Can you resubmit that?
[CUSTOMER][NEUTRAL] One moment, I'll just check that.
[CUSTOMER][NEUTRAL] I'm just checking on that.
[CUSTOMER][NEUTRAL] OK. May I know the status of that? Uh, the two different claims which were submitted.
[AGENT][NEUTRAL] They're in currently in processing.
[CUSTOMER][NEUTRAL] OK. May I know how many days it required?
[AGENT][NEUTRAL] It takes up to 7 working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can provide me the reference number.
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.