AccountId: 011433970860
ContactId: fe3b61db-bf7e-4c76-b04e-9d8bbf3dc82c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174979 ms
Total Talk Time (AGENT): 71459 ms
Total Talk Time (CUSTOMER): 82233 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/fe3b61db-bf7e-4c76-b04e-9d8bbf3dc82c_20241231T17:45_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. This is [PII]. I just want to check the claim status.
[AGENT][POSITIVE] No, it would be a pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh [PII], direct line.
[AGENT][NEUTRAL] Thank you [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. Give me one second.
[CUSTOMER][NEUTRAL] 1265678
[AGENT][NEUTRAL] Thank you Via and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient name is uh [PII] and the date of birth [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to assist you with the claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Uh, yeah, ma'am. The date of service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I am checking for that data service. I don't have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Actually, we already, we recently submitted the claim on [PII] and the payer ID will be 60801, correct?
[AGENT][NEUTRAL] That is correct, but we do not have that claim on file. Now, if you would like, you can actually fax that claim with the primary EOB directly to our claims department.
[CUSTOMER][NEUTRAL] Um, actually, we did, uh, we did, uh, two times. The first time we send the claim to mailing address that is [PII] City, um, then [PII]. Now, we can submit the claim through um helping with payer ID, right? That is 60801, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, ma'am, can you please confirm the patient is active from the effective date?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Sure, the effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Can I get the call reference number, ma'am?
[AGENT][POSITIVE] The call reference number is my name and today's date. I spell my name [PII], and it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I'm done. Thank you so much, ma'am. Have a wonderful day.
[AGENT][POSITIVE] And thank you for calling the APL. I hope you have a wonderful day and happy New Year.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. You too. Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm