AccountId: 011433970860
ContactId: cf2d26ae-d92d-4e91-a77f-f1940ae7384e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510589 ms
Total Talk Time (AGENT): 93111 ms
Total Talk Time (CUSTOMER): 104150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/cf2d26ae-d92d-4e91-a77f-f1940ae7384e_20250513T19:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have checked the claim status for the.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. What is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Please note down the policy number is 0.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] wait a moment.
[CUSTOMER][NEUTRAL] Yeah, the number is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Continue. What is the date of birth?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me? What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you hear me? Are you having issues with your phone?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah. The special name is
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] You said the name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, don't show that patient in the system. Can you please re-verify that patient's name?
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEGATIVE] There is a problem in [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, what is the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In just a moment.
[CUSTOMER][NEUTRAL] The amount is $218.23.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that amount is?
[CUSTOMER][NEUTRAL] The amount is $218.23.
[AGENT][NEUTRAL] And you're calling from?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you are calling from?
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Are you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you are calling from?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from provider office.
[AGENT][NEUTRAL] What is the name of the provider's office?
[CUSTOMER][NEUTRAL] Yeah, urology surgeons of Oklahoma.
[AGENT][NEUTRAL] OK, we have not received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] We have not received the claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Uh, wait a minute.
[CUSTOMER][NEUTRAL] Yeah, that is claim is paid or denied.
[AGENT][NEUTRAL] We have not received the claim. Can you verify the mailing address the claim was submitted to?