AccountId: 011433970860
ContactId: d2e0ae2b-0b91-487c-92cd-5f8f626ee10d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553770 ms
Total Talk Time (AGENT): 100388 ms
Total Talk Time (CUSTOMER): 86774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d2e0ae2b-0b91-487c-92cd-5f8f626ee10d_20250131T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider office looking for a claim status. And may I know whom I'm speaking with?
[AGENT][NEUTRAL] You're speaking to [PII], um.
[AGENT][NEUTRAL] My name is spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Could you please provide me the status of the claim?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status first. Could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII]. Hold on, I'll give it to you. Sorry, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And if you don't mind holding, I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thanks for your patience. Um, now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, it was 02558018.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges for the claim, please.
[CUSTOMER][NEUTRAL] Date of service is [PII], total bill amount, $3,152.83.
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file for that date of service for the patient.
[CUSTOMER][NEUTRAL] OK. Can you please confirm me the address is uh [PII]. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. That's the correct address. There's also a pair ID.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is the PRID?
[AGENT][NEUTRAL] It is 64556.
[CUSTOMER][NEUTRAL] Patient was active on a date of service?
[AGENT][NEUTRAL] Um, one moment, let me verify that for you and just let me advise you that verification of coverage does not guarantee payment of claim. One moment, please.
[AGENT][NEUTRAL] OK, I'm showing the effective date on this policy was [PII].
[AGENT][NEUTRAL] And the policy, let's see.
[AGENT][NEUTRAL] I'm showing um the pay to date is [PII].
[AGENT][NEUTRAL] So yes, the member was active on the date of service.
[CUSTOMER][NEUTRAL] What is the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK. And I also tried to log in on your web portal.
[AGENT][NEUTRAL] Is there any
[CUSTOMER][NEGATIVE] I tried to log in on your web portal, but when I enter the tax ID and for new user clicked and the account number of the patient, but it is uh giving me the prompt to call to APL not accepting or there is some problem.
[AGENT][NEUTRAL] Um, no, ma'am. I don't know of any issues with our system. Um, I suggest that you give it another try because we haven't received, um,
[AGENT][POSITIVE] Any notices of any issues with our system. Um, I apologize for that. Is there anything else that I can assist you with while you have me on the line?
[CUSTOMER][POSITIVE] No, thank you so much. Bye.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great day. Mm bye.