AccountId: 011433970860
ContactId: e85d7670-dfa1-4d14-8f63-a597a7ccb670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315890 ms
Total Talk Time (AGENT): 77469 ms
Total Talk Time (CUSTOMER): 124040 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e85d7670-dfa1-4d14-8f63-a597a7ccb670_20250530T12:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with uh Tri Health in [PII], and I have a medical claim I'm trying to check on please.
[AGENT][NEUTRAL] OK, I'm sorry. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] D as in David 41800262
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social security number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Social Security.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And her date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And.
[AGENT][NEUTRAL] You were just needing claim status?
[CUSTOMER][NEUTRAL] Correct, we submitted a claim [PII], well, data service [PII] for $240.
[CUSTOMER][NEUTRAL] And we had sent it to [PII].
[CUSTOMER][NEUTRAL] I called the latter part of last month and was told that it needed to go to 90 degrees in [PII], so I'm calling to make sure it was received and if it's being processed.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, let me look up the
[AGENT][NEUTRAL] Claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, can you give me one procedure code that was on the bill?
[CUSTOMER][NEUTRAL] 99396.
[CUSTOMER][NEUTRAL] The bill was $240.
[AGENT][NEUTRAL] Hold on one moment, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] No, ma'am, I'm not sure we ever got that claim.
[CUSTOMER][NEUTRAL] OK, let me verify. I sent it to [PII]. Is that correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] That's what I was given, correct. OK.
[AGENT][NEUTRAL] It goes to uh I am IMA for repricing.
[AGENT][NEGATIVE] And then they're supposed to send it to us, but we haven't received it.
[CUSTOMER][NEUTRAL] OK, so instead of 90 degrees, am I to put IMA at that address?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK, now since it's so far late, um, do you happen to have a fax number that I can fax it to?
[AGENT][NEUTRAL] Um, let's see. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's a fax, OK, and if I may have a reference number for this call, please.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and that was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, fine. Thank you so much. Appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.