AccountId: 011433970860
ContactId: e99b8562-0ea9-42b3-b537-12063d387b82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292170 ms
Total Talk Time (AGENT): 56759 ms
Total Talk Time (CUSTOMER): 269964 ms
Interruptions: 13
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e99b8562-0ea9-42b3-b537-12063d387b82_20250212T18:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I think it is.
[CUSTOMER][NEUTRAL] What was your name again, please? Hi [PII]. My name is [PII]. I'm calling about a claim on a patient 437009-03900.
[AGENT][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh, I just read, I just read, I just read you the wrong one. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII] and the birth date is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you have a callback number in case the call drops?
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and a charge amount is $49,19585.57 let me look here.
[AGENT][POSITIVE] OK, thank you so much. And what was the date of service and the amount of the charge?
[AGENT][NEUTRAL] Thank you. And do you have the balance after primary process the claim?
[CUSTOMER][NEGATIVE] No, it does not show me that. They didn't put that in the note that I'm reading.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm somewhat concerned about the accounting.
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, let's see, the address that I have is [PII], and it looks to me as if this was actually sent electronically.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] OK. Do you show pay ID 60801?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Let me go on a different screen here.
[CUSTOMER][NEUTRAL] One more question.
[CUSTOMER][NEUTRAL] cash was included in that $1000 amount because he had already told me you're at $3200 now and then he, he told me that he would want me to pay $600 a month.
[CUSTOMER][NEUTRAL] So you said you owe 250, that was the last that I was able to.
[CUSTOMER][NEUTRAL] You sure
[CUSTOMER][POSITIVE] That I love.
[CUSTOMER][NEUTRAL] Is that correct? OK.
[CUSTOMER][NEUTRAL] I don't mean it because you know just fighting the storm today.
[CUSTOMER][POSITIVE] Good, yeah, fine. Thank you very much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] world
[CUSTOMER][NEUTRAL] You said that that was what did you say that number was again.
[AGENT][NEUTRAL] Uh, the pay ID [PII].
[CUSTOMER][NEUTRAL] I do not see that, so I will get this resubmitted with that payer ID and was the address I read off to you, is that a correct address? Uh huh.
[AGENT][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][POSITIVE] Yes, it's based office about 2489 uh 248,950. OK, OK, alright, [PII], if you'll give me a call reference number I'll get on this. OK, alright, thank you so much. You have a great rest of your day.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[AGENT][POSITIVE] Alright, you too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.