AccountId: 011433970860
ContactId: f55864cd-f918-4a13-b3ac-0273df9fa441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172119 ms
Total Talk Time (AGENT): 74130 ms
Total Talk Time (CUSTOMER): 76388 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f55864cd-f918-4a13-b3ac-0273df9fa441_20250303T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Uh, I just spoke to you a few minutes back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have another patient, uh, just wanna check if the claim is on file for a different patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that policy number, [PII]?
[CUSTOMER][NEUTRAL] All right, this policy number starts starting with 02136521.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the same callback number of [PII]?
[CUSTOMER][NEUTRAL] Yes, yes. OK.
[AGENT][NEUTRAL] OK. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status. What was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The day
[CUSTOMER][NEUTRAL] [PII] for a total bill amount of $314 even.
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] Uh, let's see. And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Uh, one moment. This is for eye care center.
[AGENT][NEUTRAL] OK, uh, show that claim process as service rendered after the policy terminated. Uh, this policy terminated on [PII], so the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Got you. So, uh, was this claim, uh received date, please?
[AGENT][NEUTRAL] Uh, the claim was received on [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Process on [PII].
[CUSTOMER][NEUTRAL] of [PII].
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 344-3560.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] And would you be able to fax me a copy of an explanation of benefits?
[AGENT][NEUTRAL] Sure. What is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3671. And you can mark it to an attention.
[CUSTOMER][NEUTRAL] Uh, ICC.
[CUSTOMER][NEUTRAL] 188008
[AGENT][NEUTRAL] OK, so, uh, fax number [PII]. Attention ICC 188008.
[CUSTOMER][NEUTRAL] 1880 Yes.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][POSITIVE] [PII], thanks for your journey. You have a wonderful day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Right