AccountId: 011433970860
ContactId: f3e5cfa4-d0b4-45d0-9351-1040b020c3cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310119 ms
Total Talk Time (AGENT): 90227 ms
Total Talk Time (CUSTOMER): 97432 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f3e5cfa4-d0b4-45d0-9351-1040b020c3cf_20250612T20:38_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], good afternoon. My name is [PII]. I'm calling in from Doctor [PII] Ino the provider's office regarding one of our members' claims.
[AGENT][NEUTRAL] OK, I can help you with claim status and I missed your name. What was that?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Uh, let me spell [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And then do you have the policy number and a callback number?
[CUSTOMER][NEUTRAL] My policy number 201425.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, you need to call back. It's [PII].
[AGENT][NEUTRAL] OK, and the policy was 201425?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling up a patient name with uh under that policy number you gave me. What was the last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And first name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK. And what was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, the date of service, [PII] for $160.
[AGENT][NEUTRAL] Um, I don't have a claim on file for that date. Can you resubmit that?
[CUSTOMER][NEUTRAL] Uh, we have already submitted it via fax, um.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] And on the policy number?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes, so we faxed the claim on [PII] this year, so it should have been received by now, isn't it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't show it on file. Yes, it should be here by now.
[AGENT][NEGATIVE] Uh, but the policy number you gave me is missing a number.
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] Uh, OK. Uh, give me one moment.
[CUSTOMER][NEUTRAL] Uh, let me open the patient.
[CUSTOMER][NEUTRAL] Uh, it's missing your number you said. And what, what?
[AGENT][NEUTRAL] The policy number is 2201425.
[CUSTOMER][NEUTRAL] OK, it's 220.
[CUSTOMER][NEUTRAL] 220-1425.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there a group number or group name for this patient plan?
[AGENT][NEUTRAL] My group number is 18677.
[AGENT][NEUTRAL] And then the group name is LA.
[AGENT][NEUTRAL] And then it's Feinstra, it's F as in Frank, I as in India, N as in November, E as in Echo, S as in Sierra, T as in Tango, R as in Romeo, A as in Alpha.
[CUSTOMER][POSITIVE] OK. Thank you so much for all the information provided. We'll try to resubmit the claim.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] On you and may I please have a call reference for a conversation.
[AGENT][NEUTRAL] Uh yes, it's my name, [PII]. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Um, and that would be?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Oh yes, I'm sorry, no problem, thank you.
[AGENT][POSITIVE] OK, thank you for calling IPL. Have a good have a good day.