AccountId: 011433970860
ContactId: e77a633b-ecd8-4d07-ba00-aa0b54afdbce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281299 ms
Total Talk Time (AGENT): 98317 ms
Total Talk Time (CUSTOMER): 113441 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e77a633b-ecd8-4d07-ba00-aa0b54afdbce_20250314T18:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the provider's office and I'm checking on the status of a claim.
[AGENT][NEUTRAL] OK. I can verify claim status for you and I apologize, your name is again. Can you spell it for me, please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. My name is [PII]. That would be spelled as [PII], and the initial of my last name would be [PII]. If you don't mind, can you spell out your good name too?
[AGENT][NEUTRAL] Sure, [PII]. And you say you pronounce your name [PII]?
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the patient's member ID is 02506453.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Before we proceed, just let me inform you that this call has been recorded for quality and training purposes. And the callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, and what was that data of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the bill amount $300 even.
[AGENT][NEUTRAL] So [PII] and 300 and what was the total charge? I'm sorry, 300?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show that claim has been received. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh yes, the mailing address was [PII].
[CUSTOMER][NEUTRAL] [PII] City, OK, [PII].
[CUSTOMER][NEUTRAL] 8989.
[AGENT][NEUTRAL] No, sir, [PII]. But I don't show we received that claim. Uh, if you like, you can remail it or I can give you a fax number you can fax it to us.
[CUSTOMER][NEUTRAL] Uh, previously, the claim was billed via paper on uh [PII].
[AGENT][NEUTRAL] We have not received it. Do you want to resubmit via mail or I can give you a fax number, you can fax it.
[CUSTOMER][NEUTRAL] Uh, what would be the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Just allow me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the zip code is [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just a moment. OK, let me check. Do you have that address or not, just a moment.
[CUSTOMER][NEUTRAL] Uh, what did you tell me, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Just a moment. Let me check it. That would be the zip code, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for providing information for this claim. May I know the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] That's it from my end, so bye, take care.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Bye. Take care. Happy weekend.
[AGENT][POSITIVE] Thank you for calling APL. Bye. You too.