AccountId: 011433970860
ContactId: d85303e6-543a-44d2-bc76-de9b6046d98b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272140 ms
Total Talk Time (AGENT): 123100 ms
Total Talk Time (CUSTOMER): 86519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d85303e6-543a-44d2-bc76-de9b6046d98b_20250417T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from uh provider's office just needing status on a claim, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yup, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility for my notation?
[CUSTOMER][NEUTRAL] Uh, dermatology Group of Florida.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, um, policy number is 1105147ML5.
[AGENT][NEUTRAL] Mm OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yep, data service is [PII]. The amount is $944.02.
[AGENT][POSITIVE] All right, thank you. Let me see if I can find this claim for you.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] And miss for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have not received that claim as of today.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Let me just verify the mailing address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have [PII].
[AGENT][NEUTRAL] No, that's an old address. Um, let me give you the correct address. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the correct address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] before
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[AGENT][NEUTRAL] Again, that's 60801. Now this one needs the primary insurance attached to it. So I'm not sure if you can send it electronic or not, but we do need that that process the claim, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so [PII] [PII] with a payer ID of 60801.
[AGENT][POSITIVE] That is correct. We also have a fax number if you need it.
[CUSTOMER][NEUTRAL] Yeah, I'll take that.
[AGENT][NEUTRAL] OK. Fax number is [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]. OK, who, who do I make that attention to?
[AGENT][NEUTRAL] Claims department will be fine.
[CUSTOMER][NEUTRAL] Claims, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, and would there be a reference number for our call today?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Yeah, what was your first name?
[AGENT][NEUTRAL] So, [PII]. Last [PII] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] OK.