AccountId: 011433970860
ContactId: cae5e3e4-fde4-4e16-b0b8-2152bbfeccc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301000 ms
Total Talk Time (AGENT): 77901 ms
Total Talk Time (CUSTOMER): 73317 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/cae5e3e4-fde4-4e16-b0b8-2152bbfeccc3_20250410T13:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from OU Medicine.
[CUSTOMER][NEUTRAL] Is this the correct line to be calling for the provider?
[AGENT][NEUTRAL] Yes, are you calling for benefits or claim status?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling for claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good callback number, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, policy number is 01954452.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Summer boy, birth is [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII]. build amount is $9000.
[AGENT][NEUTRAL] You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is this for a facility claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it looks like we have a physician claim on file, but I don't show us the claim.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, do you have any claims on file for this state of service at all?
[AGENT][NEUTRAL] We do, um, to physician services.
[CUSTOMER][NEUTRAL] It it's point of service?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For
[AGENT][NEGATIVE] Uh, yeah, for [PII], sorry, you're breaking up some.
[CUSTOMER][NEUTRAL] Uh, this, this.
[CUSTOMER][NEUTRAL] This for the same [PII].
[AGENT][NEUTRAL] Yeah, but I don't have those bill charges on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up.
[AGENT][NEUTRAL] Yeah, you're breaking up too, so I, I don't know if it's my end or yours. Um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you able to confirm the correct.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] I'm sorry, you're breaking up. I can't, I didn't hear what you said.
[CUSTOMER][NEUTRAL] And confirm the correct names address?
[AGENT][NEUTRAL] The claims address is [PII].
[CUSTOMER][NEUTRAL] Could you repeat that one more time?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And do you have the card number?
[AGENT][NEUTRAL] I'm sorry, the what number?
[CUSTOMER][NEUTRAL] Pay ID number?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And do you have a reference number for today?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that's it. You go. Have a good day.
[AGENT][POSITIVE] Hey, thanks for calling APL. You too.