AccountId: 011433970860
ContactId: ee0da11e-8c02-4abf-9a35-6ca5b1cf1351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228770 ms
Total Talk Time (AGENT): 92750 ms
Total Talk Time (CUSTOMER): 79454 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ee0da11e-8c02-4abf-9a35-6ca5b1cf1351_20250213T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hi my name is [PII]. I'm calling regarding uh a claim for a patient.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, sure, I can assist you with claim Miss [PII]. And may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] And what's the name of the facility or provider you're calling from?
[CUSTOMER][NEUTRAL] Um, Palmetto Adult medicine.
[CUSTOMER][NEUTRAL] It's uh MRMC Palmetto Adult Medicine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, I'm sorry, it's just palmetto salt medicine.
[AGENT][NEUTRAL] OK. Alright. OK. Thank you. And may I have uh the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have um let's see 01802609.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the amount of the claim is $62.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Um, let me check and see if I can find this claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, it's [PII], yeah, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check it again here.
[AGENT][NEUTRAL] On [PII] so it should be.
[AGENT][NEUTRAL] We do have a claim for [PII] for this member.
[CUSTOMER][NEUTRAL] You have no claim. OK, alright, thank you.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] You're welcome. Is there mhm.
[CUSTOMER][NEUTRAL] Um, I just wanna, yeah, I just wanna verify the um address that I have on file. One second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I think what uh mail it um.
[CUSTOMER][NEUTRAL] Let me just get in here.
[AGENT][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Alright, I have a [PII].
[AGENT][POSITIVE] That is correct, yes. Mhm. And you can also fax it. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] Oh, and what is the fax number?
[AGENT][NEUTRAL] Um, it should be in the back of the card, but it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 423.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] 942 3. Mhm.
[CUSTOMER][NEUTRAL] 423.
[CUSTOMER][NEUTRAL] And what what address do you have um on file for us?
[AGENT][NEUTRAL] Um, well, we have not received the claim, so, um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But yeah, I'm not gonna be able to know exactly what address. Mhm.
[CUSTOMER][NEUTRAL] You can't, you can't see that. OK, no problem. I'll fax one over to you. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] No thank you bye now.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling APO. Have a good day. Bye-bye.