AccountId: 011433970860
ContactId: ec28fd32-7326-498f-bd41-ebb05a2da72e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187850 ms
Total Talk Time (AGENT): 49002 ms
Total Talk Time (CUSTOMER): 45320 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ec28fd32-7326-498f-bd41-ebb05a2da72e_20250528T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from office to check claim status.
[AGENT][NEUTRAL] OK, I'll get check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Sure, I'll callback number [PII].
[AGENT][NEUTRAL] OK thank you and then do you have that.
[CUSTOMER][NEUTRAL] Can I get your name one more time?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Sure. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yep, the patient policy number is 018.
[CUSTOMER][NEUTRAL] 260
[CUSTOMER][NEUTRAL] 85 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] first name [PII] and last name [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service [PII].
[AGENT][NEUTRAL] OK, and that bill amount please.
[CUSTOMER][NEGATIVE] Total charge amount on this, it's showing $150 even.
[AGENT][NEUTRAL] OK, and again that was [PII] correct?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so I am not showing that we've received a claim for that date of service, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment. There is no claim on file, right, as you said?
[AGENT][NEUTRAL] Right, I don't have any claims for that date of service.
[CUSTOMER][NEUTRAL] Please, please check your rejection category. Is there any claim rejected for any reason?
[AGENT][NEUTRAL] I would be able to see them either way um we have not received any claim information for the state of service.
[AGENT][NEUTRAL] I have a mailing address fax number and a payer ID I can give you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you still there?
[AGENT][NEUTRAL] Hello [PII], are you still there?
[AGENT][NEUTRAL] Hello?