AccountId: 011433970860
ContactId: dceb7435-76a9-4e5f-8b77-667dca32d5ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195100 ms
Total Talk Time (AGENT): 92785 ms
Total Talk Time (CUSTOMER): 62869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/dceb7435-76a9-4e5f-8b77-667dca32d5ff_20250528T15:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lawton Community Healthcare Center, and I am just following up for claim status on a claim we mailed back in September.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have a it says 1092385.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. OK and then what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] The data service is [PII] and the bill amount was $345.
[AGENT][POSITIVE] Got it thank you one moment please.
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you said $345?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim uh for that amount for the state of service um I can give you, of course we do have a mailing address but I've also got a fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'll take both of those um just to make sure we sent it to the right place.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, OK, so, uh, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, fax number is going to be [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and do you by chance know what y'all timely filing policy is just so I can take note of it.
[AGENT][NEGATIVE] There is no timely filing limit, yeah, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and are you able to provide me with a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much for all your help today, [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APK. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.