AccountId: 011433970860
ContactId: f28d973a-ce79-4ff0-8d18-20c997960f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172110 ms
Total Talk Time (AGENT): 80962 ms
Total Talk Time (CUSTOMER): 76471 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f28d973a-ce79-4ff0-8d18-20c997960f04_20241230T15:59_UTC.wav
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[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from [PII] Center Peachtree City. Um, if you can help me with this patient, please let me give you ID number. Member ID number 02494936.
[AGENT][NEUTRAL] OK, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII]
[AGENT][NEUTRAL] OK, and we we just needing to check uh eligibility, [PII]?
[CUSTOMER][NEUTRAL] No, I'm checking on a claim.
[AGENT][POSITIVE] OK, alright I can definitely check on a claim for you. uh, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm not showing that we've received any claims, uh, for this insured.
[CUSTOMER][NEUTRAL] That's what it keeps saying, OK, so what is the mailing address?
[AGENT][NEUTRAL] OK, yes, I've got a mailing address, a fax number, and a payer ID. Um, our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hm, what's the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, I think I'm going to fax it, but they have just [PII]. They don't have [PII] in the address, and then.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And let me ask you something else um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is let me check his.
[CUSTOMER][NEUTRAL] What fee schedule is this? Oh, so it's an American public Carrington fee schedule.
[AGENT][NEUTRAL] It is, yes, so actually bear with me just a moment. I just have that.
[AGENT][NEUTRAL] OK, so this policy just goes off of UCR does not have a set network or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Um, let me edit the I just I have to add [PII]. That's what happened because it was just, it was just [PII], and I think that's why the claim you guys were not receiving the claim. OK, thank you so much. Happy New Year to you. I appreciate your time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][POSITIVE] Yeah of course yes is there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] No, have a good rest of your day.
[AGENT][POSITIVE] OK, yes, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.