AccountId: 011433970860
ContactId: 04301366-a06a-4065-ab4e-2c126328a4e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359040 ms
Total Talk Time (AGENT): 90950 ms
Total Talk Time (CUSTOMER): 138564 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/04301366-a06a-4065-ab4e-2c126328a4e3_20250512T20:57_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from products office to check on a claim status. Could you please assist me, ma'am?
[AGENT][POSITIVE] Sure, I can assist you with claim status. Could I get your name one more time and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII]. The callback number is [PII].
[CUSTOMER][NEUTRAL] With the extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. The policy number is 261-3559.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The business name is.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $29 even.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what are the bill charges again? Please repeat that.
[CUSTOMER][NEUTRAL] Uh, [PII] build mode is $29 to $9.
[AGENT][NEUTRAL] OK. Yes. So I'm showing that we received that claim on.
[AGENT][NEUTRAL] We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it paid out for $29 even.
[CUSTOMER][NEUTRAL] 3462991.
[AGENT][NEUTRAL] The claim number is 359-7165.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, sorry, you said 359.
[AGENT][NEUTRAL] Yes, 7165.
[CUSTOMER][NEUTRAL] OK the address is 30.
[CUSTOMER][NEUTRAL] How much is paid, you said $29 is fully paid?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, but in, in our end, ma'am, it shows here, uh, there is no paid amount for this 10, it shows here 0.1.
[AGENT][NEUTRAL] I'm showing that this claim was uh first denied, but it was reprocessed and it paid out for um $29. Do you need the check number?
[CUSTOMER][NEUTRAL] Y as in Yankee.
[CUSTOMER][NEUTRAL] Yes, please, ma'am.
[CUSTOMER][NEUTRAL] Yes about [PII].
[AGENT][NEUTRAL] The check number is 2042776.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] May I know it's a single bulk check.
[AGENT][NEUTRAL] It's a single check for $29.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] So it's reprocessed claim, right?
[AGENT][NEUTRAL] Yes. Do you need the claim number?
[CUSTOMER][NEUTRAL] So the, yes ma'am, you said 359-7165, right?
[AGENT][NEUTRAL] Yes, sir, that's the claim number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a moment, ma'am.
[CUSTOMER][NEUTRAL] My number is 160722.
[CUSTOMER][NEUTRAL] May, may I know the payment issue date and clear it.
[CUSTOMER][NEUTRAL] Uh, document documents.
[AGENT][POSITIVE] I'm showing that it was issued on [PII] and it's still outstanding.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So we have to have more time.
[AGENT][NEUTRAL] No, you have to allow 30 days.
[CUSTOMER][NEUTRAL] Uh, follow up.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] It's [PII]. It's spelled [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] And could you please tell me the card reference number?
[AGENT][NEUTRAL] It will be my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I have one more doubt, ma'am. So is, is this the pay to address [PII]?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Is that right, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you. Thank you. Have a great day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.