AccountId: 011433970860
ContactId: 021d6bfb-86a5-4fe4-8aec-4798f0d0b5ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303559 ms
Total Talk Time (AGENT): 113381 ms
Total Talk Time (CUSTOMER): 122714 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/021d6bfb-86a5-4fe4-8aec-4798f0d0b5ec_20250407T21:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi. This is [PII] from provider's office calling for to know the claim status. Can you spell your name, please?
[AGENT][NEUTRAL] [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, what's the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02446538.
[AGENT][NEUTRAL] What's the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so it's independent.
[AGENT][NEUTRAL] What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Date of service and the amount of the claim.
[CUSTOMER][NEUTRAL] The service and the amount.
[CUSTOMER][NEUTRAL] [PII] and total charge amount is $5,257 and even.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for future, you can check claim status online through our website at [PII] and that's just optional. And let me pull this ALB and see if this is your claim. One moment.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] At secure.
[CUSTOMER][NEUTRAL] That's just functional. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Still waiting on the system, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the total charge was 5,257?
[CUSTOMER][NEUTRAL] The charge was 7. Yes.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] $5,257. So.
[AGENT][NEUTRAL] Alright, it looks like we processed the claim on [PII] and we send a benefit amount of $500 to the provider.
[CUSTOMER][NEUTRAL] Can you repeat again the process date, please?
[AGENT][NEUTRAL] Process on [PII].
[CUSTOMER][NEUTRAL] of [PII]. OK.
[AGENT][NEUTRAL] We send a benefit amount of $500 with the benefit or with the payment of this check, the maximum has been exhausted for the date of service.
[CUSTOMER][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] Service
[AGENT][NEUTRAL] Do you need to check the number?
[CUSTOMER][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] Yeah, I need a claim number and allowed unpaid amount, please.
[AGENT][NEUTRAL] The claim number is 3583914. Again, that's 3583914.
[CUSTOMER][NEUTRAL] Number 58.
[CUSTOMER][NEUTRAL] 3914.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] The payment amount is $500.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] The amount is $500.
[AGENT][NEUTRAL] It was a single check, paper check.
[CUSTOMER][NEUTRAL] The check or check.
[AGENT][NEUTRAL] The check number is 2036808.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] And the date on the check is the same as the process date, which is [PII].
[CUSTOMER][NEUTRAL] It's the same process.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It was cash or not?
[AGENT][NEUTRAL] It's too early to know it was just sent out.
[CUSTOMER][NEUTRAL] OK. The claim number you have provided was 3583914, is it?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. May I get the call reference, Sol?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Don't have a
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][POSITIVE] Have a wonderful day. Bye-bye, [PII].
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling ATO.
[CUSTOMER][POSITIVE] No, thank you. Have a wonderful day.