AccountId: 011433970860
ContactId: f306d739-f021-40e2-a51c-f6ae3bd638f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651239 ms
Total Talk Time (AGENT): 125986 ms
Total Talk Time (CUSTOMER): 163215 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f306d739-f021-40e2-a51c-f6ae3bd638f9_20250519T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Pror billing office. I want to discuss about the current status.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name again, sir?
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] Your name and your callback number?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, and can you spell your first name for me please sir?
[AGENT][NEUTRAL] Will you spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, I am [PII].
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII]
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient, uh, first name is [PII] and the last name is uh [PII]. And the date of birth is uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02486015.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, and then what is uh the data service for [PII] you said was 5-2024. What is the charge amount?
[CUSTOMER][NEUTRAL] Total charge amount is $569.
[AGENT][NEUTRAL] OK, and what is the provider's name?
[CUSTOMER][NEUTRAL] And just wait a minute.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK dokey, I'm gonna put you on a quick hold while I look up this claim and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ali. So looking on data service of [PII], I do not find a claim on file for this member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You didn't find this claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What will be the alternate of this claim status?
[AGENT][NEUTRAL] Uh, there's no claim on file?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm, OK, just wait a minute, uh, let me talk to my supervisor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm, can you please give me the electronic address of that claim?
[AGENT][NEUTRAL] Uh, yes, to file the claim is 60801.
[CUSTOMER][NEUTRAL] Uh, just wait a minute, let me know.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, thanks for waiting. Uh, can you please tell me?
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] Payer ID number to file the claim is 60801.
[CUSTOMER][NEUTRAL] 801. And what's the policy number?
[AGENT][NEUTRAL] The policy number is the same one that you gave me?
[CUSTOMER][NEUTRAL] OK. Uh, uh, just wait a little moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 660801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's said the
[CUSTOMER][NEUTRAL] Uh, what is this?
[AGENT][NEUTRAL] That is the payer ID number to electronically file the claim.
[CUSTOMER][NEUTRAL] Your ID number?
[CUSTOMER][NEUTRAL] Uh, to electronic.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, I'm here. And uh what's the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] And the state is [PII].
[CUSTOMER][NEUTRAL] Uh, state is uh.
[CUSTOMER][NEUTRAL] OK. [PII] is a state or city?
[AGENT][NEUTRAL] Both. It's [PII].
[CUSTOMER][NEUTRAL] OK. [PII] is a city. Thank you. And uh what's the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] 24. OK.
[CUSTOMER][NEUTRAL] Um, what's uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] You can use my name, [PII]
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Today's date?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][POSITIVE] Yes, you're correct.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, I'm repeating this 1. 60801 is the payer ID number to find the electronic claim.
[CUSTOMER][NEUTRAL] And the mailing address is [PII]. And the ZIP code is [PII]. Car reference number is uh rory uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, sir. Have a good day.
[AGENT][POSITIVE] You have a wonderful week and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Bye.