AccountId: 011433970860
ContactId: 06ed2751-8970-4e86-ba35-97dcd7ef74a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234240 ms
Total Talk Time (AGENT): 58236 ms
Total Talk Time (CUSTOMER): 71931 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/06ed2751-8970-4e86-ba35-97dcd7ef74a9_20250212T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also this call is being recorded for quality assurance and training purposes. Are you OK with that?
[AGENT][NEUTRAL] OK, thank you [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it would be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, what's the patient's date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] 02187212.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] It's [PII] total charge $500 even.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It was $75.
[AGENT][NEUTRAL] OK, and what's the name of the facility that you're calling from that the client would be under?
[CUSTOMER][NEUTRAL] Pembroke
[CUSTOMER][NEUTRAL] Yeah, it's Pembroke Pink Imaging LLC.
[AGENT][NEUTRAL] Pembroke
[AGENT][NEUTRAL] OK, alright, [PII], I'm gonna put you on a brief hold. I look up that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Sure, no problem. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi [PII] looking um at this policy for data service 104 of 2023, I do not find a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just need to reverify the mailing address. Is it [PII]? OK, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you so much. I can uh resubmit that. Can you help me with the call reference number as well?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you so much for your help. Hope you have a wonderful day bye bye take care. Yeah.
[AGENT][POSITIVE] You're welcome, you too, [PII]. Thank you. Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.