AccountId: 011433970860
ContactId: c3531b1f-b252-4d47-8aff-ec334e987b7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213880 ms
Total Talk Time (AGENT): 82704 ms
Total Talk Time (CUSTOMER): 55809 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/2025/04/15/c3531b1f-b252-4d47-8aff-ec334e987b7e_20250415T16:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from AMed Health, and I need to check the status of a claim.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And may I have the policy number?
[CUSTOMER][NEUTRAL] 02137765
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 02137765.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that verification and you're calling for claim status, and what's the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] It's [PII]. It's for $2,029.
[AGENT][NEUTRAL] OK, again that's [PII].
[AGENT][NEUTRAL] $29.01 moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was this a facility charge or was it a.
[CUSTOMER][NEUTRAL] It was a facility.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I do not show that we have received the claim.
[AGENT][NEUTRAL] I can verify your mailing address, fax number, payer ID information for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, we had mailed it to [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When was it mailed or was it?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Um, it was sent out on [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] We do not have it. We do have a payer ID and fax number please if you would like to send it to us that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60, what was that again?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am, that's [PII].
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] And also you're able to check claim status on our website at [PII]. You can also submit a claim that way as well just to let you know that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK bye bye.