AccountId: 011433970860
ContactId: d12f27fb-7d9e-4708-940e-75983798d884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220679 ms
Total Talk Time (AGENT): 74150 ms
Total Talk Time (CUSTOMER): 92447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d12f27fb-7d9e-4708-940e-75983798d884_20250403T15:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name's [PII]. I'm calling from Asheville Medicine and Pediatrics. I was trying to, um, mail in a claim for a patient, uh, for a data service back in May of last year because I couldn't get it to go through our clearing house, but I just received it back in the mail as returned mail. Um, I wanted to check to see if we have the right address the card we have for the patient's kind of old, so I didn't know if the PO box had changed.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with um claim status. Well, first, let me get your name again and a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII]. Last name [PII] callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, I have uh.
[CUSTOMER][NEUTRAL] Sorry, 01353177 M as in Mary, L as in lion, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] Um, data service [PII], $24 total charge was $120.
[AGENT][NEUTRAL] OK, and what address did you guys mail it to?
[CUSTOMER][NEUTRAL] [PII] I'm [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's our old mailing address. Let me give you a new one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII]. And I can also give you, uh, verify the payer ID and we also have a fax number where claims can be faxed in.
[CUSTOMER][POSITIVE] Oh that would be amazing. Hold on, let me look at the payer ID. bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I gotta go somewhere else.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So it looks like they've taken the payer ID out so it's not showing it anymore.
[AGENT][NEUTRAL] OK. Well, our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801 OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And our fax number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] I appreciate all your help. I hope you have a great weekend.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be it for now. Thank you, ma'am.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling APL. You have a great weekend as well. Mm, bye.
[CUSTOMER][NEUTRAL] You, yes ma'am bye bye.