AccountId: 011433970860
ContactId: e73bfc21-0232-4c99-8fb0-2c8b161c2dc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442350 ms
Total Talk Time (AGENT): 129509 ms
Total Talk Time (CUSTOMER): 145488 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e73bfc21-0232-4c99-8fb0-2c8b161c2dc9_20250422T19:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Meme clinic and regarding claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status and how do you spell your name?
[CUSTOMER][NEUTRAL] Yeah it's spelled as [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So, starting with letter D for Delta 46401412.
[AGENT][NEUTRAL] OK, thank you one moment. Um, do you see one that doesn't have that letter because that one is for IMA only. Our policies doesn't have any letters in the beginning. It just starts with a 0 followed by 7 digits only.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, is there a way to transfer this call to them?
[AGENT][NEUTRAL] Um, do you want me to check for claim status, or you want me to transfer to IMA?
[CUSTOMER][NEUTRAL] Uh, uh, can you check the claim status for this one?
[AGENT][NEUTRAL] OK. Um, let me have the spelling of the first name and last name, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the last name you said is [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII], so [PII] after the letter [PII]
[CUSTOMER][NEUTRAL] So he comes first.
[AGENT][NEUTRAL] Yes, uh-huh. [PII].
[CUSTOMER][NEUTRAL] Um, no, it's
[CUSTOMER][NEUTRAL] Ending with [PII] is an
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it's [PII] instead of [PII].
[CUSTOMER][NEUTRAL] So the last letter is [PII]
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] OK, may I have his date of birth?
[CUSTOMER][NEUTRAL] Yeah. Uh, it's [PII].
[AGENT][NEUTRAL] OK. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah. Date of service, [PII].
[AGENT][NEUTRAL] OK, how much?
[CUSTOMER][NEUTRAL] For the bill amount of 152, yeah, $152.25.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 25. OK, one moment, let me see if I can find this time and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I have no claims on file for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For the bill amount of.
[CUSTOMER][NEUTRAL] The same one.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, we have submitted to the, yeah, actually, we have submitted via a paper claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To your mailing address.
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK. Uh-huh.
[AGENT][NEUTRAL] What's that mailing address?
[AGENT][NEUTRAL] Go ahead with the address.
[CUSTOMER][NEUTRAL] Sure. It's
[CUSTOMER][POSITIVE] Benefits in the card.
[CUSTOMER][NEUTRAL] Spelled as [PII].
[AGENT][NEUTRAL] And the address is correct. The address is correct. Now, it doesn't go to BIC it goes to IMA.
[CUSTOMER][NEUTRAL] Is that the correct address?
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] We also have a payer ID if you need it for this one.
[CUSTOMER][NEUTRAL] OK, sir.
[CUSTOMER][NEUTRAL] Uh-huh, please.
[AGENT][NEUTRAL] OK, that is 645-556.
[CUSTOMER][NEUTRAL] So, yeah, I have one question. So, is it OK to put the name only [PII] or is there, uh, the, the acronym, no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the name, it's IMA.
[CUSTOMER][NEUTRAL] Is there a full name, a lengthy name for that one?
[AGENT][NEUTRAL] Mm, no, you can just put IMA that's all.
[CUSTOMER][NEUTRAL] Oh OK. Uh-huh. I
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Got it. Got it. And is there any time filing for this one?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's no time limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will resubmit this one then. Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, any caller reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, thank you, sir. This is all I need, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, sir. All good. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] And yeah, have a nice day. Yeah.
[AGENT][POSITIVE] Yes, bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Bye.