AccountId: 011433970860
ContactId: d0421b03-cb62-4620-9bc2-762ae3d8d92a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376940 ms
Total Talk Time (AGENT): 111156 ms
Total Talk Time (CUSTOMER): 150827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d0421b03-cb62-4620-9bc2-762ae3d8d92a_20250225T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from ABI Healthcare on a recorded line. Could you please help me with the claim status information?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] And the callback number would be?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The callback number would be [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number would be 2313055.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] first name is [PII], sorry, [PII]. The last name will be [PII]. And the date of birth to remember would be [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim, please.
[AGENT][NEUTRAL] Hello [PII]. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Sure. The date, the date of service is [PII] with the bill amount of $874.72.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] No claim is on file. You're stating me right then could you please find me the ECS payer ID and address.
[AGENT][NEUTRAL] Um, yes, our payer ID is 60801.
[AGENT][NEUTRAL] And the mailing address is?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] OK. And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, could you please verify me the
[CUSTOMER][NEUTRAL] ZIP code once again.
[AGENT][NEUTRAL] Yes, the zip code is [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh, the easiest payer ID would be 24,890, right?
[AGENT][NEUTRAL] No, the payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the address would be [PII] State. And the ZIP code is [PII].
[AGENT][NEUTRAL] No, it's it's the [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it's [PII].
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you, thank you for the confirmation. Could you please check with the date of service for the same number?
[AGENT][NEUTRAL] Yes, what's the date of service, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am. I'm not showing that claim on file either.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the confirmation. Just allow me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And shall we resend me to the same, same address which you stated me about?
[AGENT][NEUTRAL] Yes, ma'am. The same address and the same payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um, it's spelled [PII]
[AGENT][NEUTRAL] My last initial is [PII] and today's date is your payer ID. I'm, I'm sorry, is your um reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, thank you. And your name is [PII], right?
[AGENT][NEUTRAL] Um, no, it's [PII]
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the confirmation and have a good day. Bye for now.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.