AccountId: 011433970860
ContactId: f52ba099-4a15-48da-b958-18abeefb64c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169729 ms
Total Talk Time (AGENT): 68079 ms
Total Talk Time (CUSTOMER): 55967 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f52ba099-4a15-48da-b958-18abeefb64c5_20250121T14:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office regarding claims.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number and the policy number.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and the policy number I have is 02495980.
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth that you're inquiring claim status for today?
[CUSTOMER][NEUTRAL] Yeah, that is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for and I'll be able to assist you.
[CUSTOMER][NEUTRAL] That is August, yeah, that is [PII] [PII] of last year.
[AGENT][NEUTRAL] You said August
[CUSTOMER][NEUTRAL] 70807.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Not showing a claim on file for the date of service.
[CUSTOMER][NEUTRAL] Uh, could you just confirm the payer ID?
[AGENT][NEUTRAL] 60801. And could you provide me with your name again?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] You said the payer ID is 60801, right?
[AGENT][NEUTRAL] Can you verify 160801. Yes, that's correct.
[CUSTOMER][NEUTRAL] All right, and could you please also confirm the mailing address?
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The mailing address will be addressed to [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[AGENT][NEUTRAL] [PII]. It's [PII].
[CUSTOMER][NEUTRAL] And what's the yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, I got this. Uh, what's the timely filing?
[AGENT][NEUTRAL] There's no time to. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, could you just help me the call reference number?
[AGENT][NEUTRAL] We don't provide those needs. However, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Could you please help me with the name?
[AGENT][NEUTRAL] [PII] in today's date. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Actually, actually your voice is coming in and out. I was not able to hear your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII].