AccountId: 011433970860
ContactId: f5d2c6be-a44d-4aa7-98b9-4b53126623f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266929 ms
Total Talk Time (AGENT): 82095 ms
Total Talk Time (CUSTOMER): 114744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/f5d2c6be-a44d-4aa7-98b9-4b53126623f0_20250509T18:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and my last name initial [PII]. I'm calling from provider's office to check on a claim status. Could you please help me?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02135063.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] By the way, could you please spell your name?
[AGENT][NEUTRAL] Sure, [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] bill amount $355 even.
[AGENT][NEUTRAL] And what was the date of service you said [PII] of what year?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you one moment and do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's uh $60 even.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I don't show we received the claim for that date service. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the pay ID is [PII]. Am I correct?
[AGENT][NEUTRAL] Uh, that is correct. Uh, don't show we received that claim, so you can either resubmit it via electronic or mail or I can give you our fax number.
[CUSTOMER][NEUTRAL] OK. Could you please help me with the effective date and termination date of the policy?
[AGENT][NEUTRAL] Effective date [PII] and give me a moment.
[AGENT][NEUTRAL] And I show the policy has been active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. I have uh and the uh date of service for the same patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] bill amount $231 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Balance after primary.
[CUSTOMER][NEUTRAL] $133.93.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Arna Clinic LLC.
[AGENT][NEUTRAL] Uh, we have not received that claim neither.
[CUSTOMER][NEUTRAL] OK. And the uh date of service I have for the same patient?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then the date of service is uh [PII], bill amount uh $303 and after the primary pay paid, the balance amount is $178.59.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, we have not received that claim.
[CUSTOMER][NEUTRAL] OK, could you please help me the caller number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you. Thank you for calling the information. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.