AccountId: 011433970860
ContactId: c63913c3-3a38-4cad-91dd-6e162545db72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 576239 ms
Total Talk Time (AGENT): 164846 ms
Total Talk Time (CUSTOMER): 236353 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c63913c3-3a38-4cad-91dd-6e162545db72_20250403T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] at Uurological Associates. I am just calling to check the status of a claim for mutual patient [PII].
[AGENT][NEUTRAL] OK, I can help you, um,
[AGENT][NEUTRAL] With claim you said claim information?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] For [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, and can you spell your name for me please?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Thank you and Miss [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number and date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] And then I have his um.
[CUSTOMER][NEUTRAL] I have his policy number as 02574792.
[AGENT][NEUTRAL] OK. Let me look that policy up real quick.
[AGENT][NEUTRAL] Alright, and can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII] and the charge is gonna be $344.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and you said that data service was 2620245. I'm sorry. I, I apologize. And then what is the charge amount?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Um, $344.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold, Miss [PII] while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, take your time thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, Ms. [PII] looking at data service of [PII], I am not finding the file for that data service.
[CUSTOMER][NEUTRAL] OK, um, we sent one out on, um, [PII].
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Um, uh, we sent one out, we sent the claim out, um, on [PII] by paper.
[AGENT][NEUTRAL] OK, what address did you send it to?
[CUSTOMER][NEUTRAL] See where
[CUSTOMER][NEUTRAL] Let me look here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See it on the claim, but let me look and see if.
[CUSTOMER][NEUTRAL] I think the patient's address.
[CUSTOMER][NEUTRAL] Verify
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, so let me look on.
[CUSTOMER][NEUTRAL] Let me see if it's noted here.
[CUSTOMER][NEUTRAL] Um, it doesn't show a note stating the address that it was sent to. It just showed that it was, um, sent, um, by a paper as of the [PII].
[AGENT][NEUTRAL] OK, let me give you our claims address, our claims fax number, and our payer ID number. Those are 3 ways that you can resubmit the claim.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, I do see a fax number here I can verify if this is the, um, same one I'll have to send it to. Uh, I have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct, that's the correct fax number.
[CUSTOMER][NEUTRAL] OK, so I'll keep that one and then I'll take those other ones down from you here in just a second.
[CUSTOMER][NEUTRAL] OK, and then you said that.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Um, I would need to mail, just mail the claim and, and whatever records needed with it.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] OK, are you there? I'm here. Our, our phone was messed up a little bit. I apologize for that. We're having some horrible weather, but I did have your callback number and if we hung up I was gonna call you right back.
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yep, I'm oh.
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] OK, where, where are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're in [PII]. I am. I'm in [PII].
[CUSTOMER][NEUTRAL] Where are you located?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that sounds about right to you around this time. OK, yeah, I'm in [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, it's not, it's not too bad. It's a little it was raining the last couple days, but it's not too bad today. I think the sun's supposed to come out a little bit but no rain.
[AGENT][NEUTRAL] Yeah, we're having.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh thank [PII] we're not getting the tornadoes that northern [PII]'s getting, but the, the wind, oh my gosh, the wind is horrible.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][POSITIVE] Oh my goodness, I used to visit there all the time when I was younger, but oh man, I can only imagine how the weather is so well you guys hanging in out there down there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, thank you. Thank you so much, [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, not a problem, um, and, uh, I am ready to for that address.
[AGENT][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] OK so that's [PII] OK uh [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that OK and then.
[CUSTOMER][NEUTRAL] Um, and then attach the um.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Oh no, I'll just send just send the claim to that right? or I can fax it, is that right?
[AGENT][NEUTRAL] Right. Yes, you can do either or.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate your patience.
[AGENT][POSITIVE] Oh, it's no problem.
[CUSTOMER][NEUTRAL] This is the first time doing this so I'm just trying to know what question what are the right facts.
[AGENT][POSITIVE] Oh well, I will help you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I was gonna say I.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Had a first time too.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][POSITIVE] I said I'll help you all I can because I had a first time too.
[CUSTOMER][NEUTRAL] Yes, so I sure appreciate it, um, and then, um, is there, can you give me the claim number?
[AGENT][POSITIVE] It's no problem.
[AGENT][NEUTRAL] There's not a claim on file so I don't have a number.
[CUSTOMER][NEUTRAL] No claim, OK, that's right. OK, OK, and then.
[CUSTOMER][NEUTRAL] Um, well, I think that will be it, [PII]. Um, do you have a reference number for this call?
[CUSTOMER][NEUTRAL] To where did I lose you?
[AGENT][NEUTRAL] La [PII]
[CUSTOMER][NEUTRAL] Yes, I can hear you going in and out.
[CUSTOMER][NEUTRAL] I know it's crazy that we we have to rely on these electronics, especially when the weather's not how it's supposed to be.
[AGENT][NEUTRAL] Right, right, you can use my name it's.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And today's date for your reference number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome awesome well I appreciate all your time and patience with everything, [PII], and that is all I need my friend until the next claim you have a good day.
[AGENT][POSITIVE] You too, Ms. [PII]. You take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes you too thanks bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.