AccountId: 011433970860
ContactId: c563841e-fb90-4559-84f1-63ff35669499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260298 ms
Total Talk Time (AGENT): 72163 ms
Total Talk Time (CUSTOMER): 76692 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c563841e-fb90-4559-84f1-63ff35669499_20250618T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider's office. I'm checking on the claim status.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, I got [PII].
[AGENT][NEUTRAL] Is there an extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 021-99683 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] [PII]. Am I right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what's the total bill charge?
[CUSTOMER][NEUTRAL] $90 even.
[AGENT][NEUTRAL] Hold on one moment, [PII].
[AGENT][NEUTRAL] OK, what is one of the procedure codes on that bill? Is it a doctor's charge or facility bill?
[CUSTOMER][NEUTRAL] Uh, it's a facility, 76705.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's the name of the facility?
[CUSTOMER][NEUTRAL] Radiology associates of Pensacola.
[AGENT][NEUTRAL] OK, there's no claim on file for that.
[CUSTOMER][NEUTRAL] OK. And uh could you verify me the address like
[CUSTOMER][NEUTRAL] I have like [PII].
[AGENT][NEGATIVE] That is not correct.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Could you provide me the correct one?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Got it. And what is the timely filing?
[AGENT][NEGATIVE] We do not have timely filing.
[CUSTOMER][NEUTRAL] And could you check what is my patient is active on my data of service?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yes, the policy was active.
[CUSTOMER][NEUTRAL] OK. And uh does he have medical coverage?
[AGENT][NEUTRAL] Yes, he does.
[CUSTOMER][NEUTRAL] OK, got it. Uh, can I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's the only claim I have. Thank you, [PII].
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Right