AccountId: 011433970860
ContactId: dd136998-91d3-4cb9-a906-f14b71a0b7ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265820 ms
Total Talk Time (AGENT): 106325 ms
Total Talk Time (CUSTOMER): 109626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dd136998-91d3-4cb9-a906-f14b71a0b7ec_20250620T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I need to get a claim status on a member.
[AGENT][NEUTRAL] OK, I could check on that claim for you. Uh, you said your name was [PII] I'm sorry.
[CUSTOMER][POSITIVE] No, it's [PII]
[AGENT][POSITIVE] [PII], I apologize. Can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, you're real static it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I do policy number.
[CUSTOMER][NEUTRAL] It's 01982194 M like in Mary, L like Lampus 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. And then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] OK and then do you have the uh tax ID for this uh provider?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] The tax ID will be [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] Mhm. Alrighty, thank you.
[AGENT][NEUTRAL] And just to clarify, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim uh for from this provider for that date of service.
[CUSTOMER][NEUTRAL] OK, just a sec, let me see how they submitted it real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] They say they send it out paper on 3-10-25.
[AGENT][NEUTRAL] OK, um, well I can verify our mailing address and then I've also got a fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Alright, let's, uh, let me have your me get over here to your billing address.
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that is correct on file, um, do you guys accept electronic?
[CUSTOMER][NEUTRAL] Filing
[AGENT][NEUTRAL] Yes, I've got a payer ID and a fax number if you'd like that information as well.
[CUSTOMER][NEUTRAL] Uh, the payer ID.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And that fax number, do you want it faxed or or you guys really uh are.
[AGENT][NEUTRAL] Oh, it's whatever you prefer.
[CUSTOMER][POSITIVE] OK, OK, awesome, can I get that fax number?
[AGENT][NEUTRAL] Absolutely, that is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh 0 877.
[CUSTOMER][NEGATIVE] You're breaking up 877.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, sorry. Yes, 877365.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, let me repeat it. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect and can I get a reference from you, Miss [PII]?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII], was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that is perfect. You've done a wonderful job. I will get that claim sent to you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Sounds good. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye