AccountId: 011433970860
ContactId: d6ac9556-bac6-464a-87b6-4499cba6b307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160839 ms
Total Talk Time (AGENT): 47948 ms
Total Talk Time (CUSTOMER): 62735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/d6ac9556-bac6-464a-87b6-4499cba6b307_20250612T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII] calling from provider's office, and I was trying to check status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 02173354
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was that date?
[CUSTOMER][NEUTRAL] Um, the date of service is for [PII].
[CUSTOMER][NEUTRAL] I did submit a claim and got a partial payment and I resubmitted a corrected claim, so I was calling in regards to the corrected claim.
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] OK, yeah, I show the original claim. It looks like we paid $65.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When was the corrected claim sent?
[CUSTOMER][NEUTRAL] Um, 4:29.
[AGENT][NEUTRAL] Well, I don't show it on file. Um, can you resubmit that?
[CUSTOMER][NEUTRAL] Um, sure, I did submit it electronically. Is there another way that I can send it since it didn't work that way, or is that the only way or mailing?
[AGENT][NEUTRAL] Um, can you fax it?
[CUSTOMER][POSITIVE] I can fax it, yes ma'am. What's a good fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[CUSTOMER][NEUTRAL] OK, and do I put it attention like to claims or just a minute?
[AGENT][NEUTRAL] I just submitted that goes directly to our claims department.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] OK, OK, sounds good and um.
[CUSTOMER][NEUTRAL] I'm sorry, did you say [PII] was your name?
[AGENT][NEUTRAL] Yes, [PII], first initial to last name, [PII], reference number will be my name in today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] That'll be it, Miss [PII], thank you so much for your help you have a great one.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.