AccountId: 011433970860
ContactId: f4050887-2290-496b-a661-37c87fc0a59b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105489 ms
Total Talk Time (AGENT): 30913 ms
Total Talk Time (CUSTOMER): 54827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f4050887-2290-496b-a661-37c87fc0a59b_20250508T19:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from North Mississippi Medical Center's provider's office. I was calling today to check the status of a claim for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claims that today patient, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02583247.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK, so y'all not seeing it on file. OK, and another thing, are you able to verify if this member was covered though for that data service before I resubmit the claim?
[AGENT][NEUTRAL] Yeah, she was.
[CUSTOMER][POSITIVE] She was? OK. OK. Thank you so much. Can I get a call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK, it's one more thing. Do you guys have a payer ID number that we should use to bill with or no?
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 60801. All right, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.