AccountId: 011433970860
ContactId: f4e30053-76bb-4c25-bda4-ffce8feadb13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336690 ms
Total Talk Time (AGENT): 69180 ms
Total Talk Time (CUSTOMER): 172633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f4e30053-76bb-4c25-bda4-ffce8feadb13_20250617T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling on behalf of the provider to check on the claim status. OK.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] OK, uh, what was the number again? Sorry.
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] $3750.
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, one second. The policy number would be 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number, it is 02295946 M for Mike L for Lima, and last number that is 8.
[AGENT][NEUTRAL] OK. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] [PII], sorry. And the date of birth would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and bill charges?
[CUSTOMER][NEUTRAL] The patient, the date of service would be uh [PII] and the bill amount is 2 $2,862 even.
[AGENT][NEUTRAL] That was 2-17-2025, is that right?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] I'll crosscheck once. Just give me a moment.
[CUSTOMER][NEUTRAL] Mm sorry, uh, system got stuck. Just give me a moment, OK.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh, yeah, it is [PII] of the amount of $2,862 even.
[CUSTOMER][NEUTRAL] Hopefully
[AGENT][NEUTRAL] OK. Um, I, I don't show that dollar amount on file. I've got another claim, but not for that dollar amount.
[CUSTOMER][NEUTRAL] Uh, mm, is it $60 the, what are the left out amount?
[AGENT][NEUTRAL] Uh, no, I've got a claim for 1750.
[CUSTOMER][NEUTRAL] That's OK, ma'am. And.
[CUSTOMER][NEUTRAL] 1000. OK.
[CUSTOMER][NEUTRAL] But for the uh date of service, you are not able to find the 2862. Am I right?
[AGENT][POSITIVE] That's correct. That's correct, yes.
[CUSTOMER][NEUTRAL] OK. And uh could you please help me out with the uh mailing, uh, mailing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And zip code is [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have any uh payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] One second, 60801. Got it. Uh, please note on uh. Could you please uh spell your name for me?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Oh, great. Thank you. And uh I think I'm having uh 3 more other claims for the same patient.
[CUSTOMER][NEUTRAL] Not different.
[AGENT][NEUTRAL] OK. Do you have the date of service?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes, I'm having, just opening that claim. Just give me a moment, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the date of service would be uh [PII] of uh.
[CUSTOMER][NEUTRAL] [PII] 2nd. The claim was already work recently. Just give a moment. I'll go with the other one.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEGATIVE] So that is very slow.
[CUSTOMER][POSITIVE] Super.
[CUSTOMER][NEUTRAL] I think that's it. Uh, may I know the call reference number?
[AGENT][NEUTRAL] A call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well bye bye.
[CUSTOMER][NEUTRAL] And