AccountId: 011433970860
ContactId: da5e5bf1-8440-48bc-92c3-fb884bb42770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174380 ms
Total Talk Time (AGENT): 73014 ms
Total Talk Time (CUSTOMER): 62596 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/da5e5bf1-8440-48bc-92c3-fb884bb42770_20250219T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling on a recorded line from Emory uh clinic. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Doing well thank you calling to check on the status of a claim for one of our patients.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Policy number is 2474401.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $399.
[AGENT][NEUTRAL] OK, so I'm actually showing that there's no claims on file. We haven't um processed any claims for the member yet. How was the claim sent to us?
[CUSTOMER][NEUTRAL] Uh, it was electronic.
[AGENT][NEUTRAL] And um using what payer ID?
[CUSTOMER][NEGATIVE] Unfortunately that is not something I'm able to see um do you guys accept claims by fax?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, um, and mail as well. I can give you both or just one if you prefer.
[CUSTOMER][NEUTRAL] Um, go ahead and give me your fax number if you don't mind.
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I'll give you the address we have on file. Is it [PII]?
[AGENT][NEUTRAL] Let me see what type of policy they have. No, not for this policy. Um, it's PO [PII] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City.
[AGENT][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, alright, um, and let me just read that fax number back to you. You said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright, I appreciate your help. Do you have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, um, and again, the first initial to my last name is [PII], my name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a good day.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye
[CUSTOMER][NEUTRAL] Bye bye.