AccountId: 011433970860
ContactId: f0cad718-f479-489e-a7cc-cdec40977073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351700 ms
Total Talk Time (AGENT): 133003 ms
Total Talk Time (CUSTOMER): 129299 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f0cad718-f479-489e-a7cc-cdec40977073_20250130T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and I'm looking for claims.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it will be a direct contact number.
[AGENT][NEUTRAL] OK, and are you calling from a provider's office?
[CUSTOMER][NEUTRAL] And are you
[CUSTOMER][NEUTRAL] Yes, ma'am, yeah.
[AGENT][NEUTRAL] OK, uh, what provider are you calling with?
[CUSTOMER][NEUTRAL] It's Emry Clinic, E M O R Y clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes. Uh, let me provide you that, [PII]. It's 02539250.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[AGENT][NEUTRAL] And you just need claim status correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, can you verify that patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Mhm. Patient first name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK, and what is the date of service and build amount that we're looking for?
[CUSTOMER][NEUTRAL] OK. Date of service is [PII].
[CUSTOMER][NEUTRAL] With the billed amount $478.74.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, let's see here.
[AGENT][NEUTRAL] OK, I do not have a claim for that day on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see. Where did you all send the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. Um, let me write the claim address. It's [PII], ZIP code [PII].
[AGENT][POSITIVE] OK, that is correct. Um, let me provide you with a fax number so that you can send that over to us as a fax, um, and then that way hopefully we'll, we won't have any issues getting it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, so the fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would just put attention clients.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], I have another claim to check. Would you be able to help me with that as well?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, is it for the same patient or a different one?
[CUSTOMER][NEUTRAL] A different one.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It's 194-076-9.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And can you verify their name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes, give me a second. Uh, yeah, so the patient's first name is [PII], last name [PII], and date of birth [PII].
[AGENT][NEUTRAL] OK, and what is that date of service and build amount that we're looking for?
[CUSTOMER][NEUTRAL] OK. Date of service is [PII].
[CUSTOMER][NEUTRAL] With the bill amount $478.74.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I do not have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, so let me uh check the claim address.
[CUSTOMER][NEUTRAL] Um, yeah, we have sent the claim for the address that I have previously provided to you.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And [PII], is it OK if you go ahead and resubmit this one again?
[AGENT][NEUTRAL] Yes, yes, that's fine.
[CUSTOMER][NEUTRAL] OK and.
[AGENT][NEUTRAL] Now, for this member, um, the previous address that you provided would not be correct.
[CUSTOMER][NEUTRAL] The previous address
[CUSTOMER][NEUTRAL] OK, so what would be the correct one?
[AGENT][NEUTRAL] So that address should be [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And that's the state of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, uh, [PII], and uh can I get the call reference number?
[AGENT][NEUTRAL] Sure, it would just be my name, so that's [PII], last initial [PII] with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a nice day and stay safe. Bye bye.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] Thank you you as well and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.