AccountId: 011433970860
ContactId: c7e11bcd-17cc-43e4-81ca-929bdd0d1dd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239729 ms
Total Talk Time (AGENT): 106157 ms
Total Talk Time (CUSTOMER): 64649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c7e11bcd-17cc-43e4-81ca-929bdd0d1dd9_20250325T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm looking for a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And could you please spell your name?
[AGENT][NEUTRAL] My name is So. That's [PII]. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from anesthesiology Affiliates LLC.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01912980.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh mama
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. The amount is $900 even.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For future you can check claim status online through our website at [PII]. That's just optional and you said it was [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, the claim is not on file. There's no pending claims either.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What was your mailing address, correct mailing address?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And what was your pay ID?
[AGENT][NEUTRAL] Mm, this claim needs to be either fax or mail. Um, I can give you the payer ID for your records, but it needs to be fax or mail because we need the EOB, the primary EOB attached to it. Uh, the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And uh what was the effective and term date patient has?
[AGENT][NEUTRAL] OK, the effective date on the policy is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] OK, fine, no issues.
[CUSTOMER][NEUTRAL] What was your call reference number for this?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the state if you will.
[CUSTOMER][POSITIVE] OK, fine. Thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] If you want
[CUSTOMER][POSITIVE] Yeah, thanks.
[AGENT][POSITIVE] Bye-bye. You're welcome.