AccountId: 011433970860
ContactId: ed133035-42e7-4333-b095-d14c33fc3168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290100 ms
Total Talk Time (AGENT): 69653 ms
Total Talk Time (CUSTOMER): 84460 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ed133035-42e7-4333-b095-d14c33fc3168_20250306T18:49_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hello. This is [PII] calling from the Louisiana Healthcare Associate to verify the claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Contact number would be [PII] is a direct line.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Member's ID would be [PII].
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name would be spelled as in uh [PII], uh, and date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of service would be [PII], uh for the total charge amount, $140.
[CUSTOMER][NEUTRAL] 28.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for the date of service.
[CUSTOMER][NEUTRAL] Uh, for the [PII].
[AGENT][NEUTRAL] If there's no claim on file for [PII].
[AGENT][NEUTRAL] Could you verify where you submitted that claim to?
[AGENT][NEUTRAL] Or how you submitted it here, if you submitted it here.
[CUSTOMER][NEUTRAL] And to me.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] PN
[CUSTOMER][NEUTRAL] Uh, yes, sir. I have a few, one more claim for the same patient.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] And date of service would be [PII]. Uh for the total charge amount, uh $140 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No claim on file for [PII] either.
[AGENT][NEUTRAL] Are you guys submitting the claims to the correct address?
[CUSTOMER][NEUTRAL] Uh yes. Uh, we submitted through mail.
[AGENT][NEUTRAL] And what is the mailing address that you're sending the claims over to?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][NEUTRAL] Mhm. Uh yes. Uh, uh, wait a second. I will, uh,
[AGENT][NEUTRAL] Are you able to verify the mailing address that you're submitting the claims to because unfortunately there's no claim on file for neither date of service that you provided me with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK. And may I know the payer ID number?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, yes, sir. Uh, may I know the payer ID number?
[AGENT][NEUTRAL] The payer ID is 60801. That's 60801.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, OK, got it. Uh.
[CUSTOMER][POSITIVE] And thank you so much for providing the assistance.
[AGENT][POSITIVE] You're welcome [PII] thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][POSITIVE] Have a great day. Bye.