AccountId: 011433970860
ContactId: 0723f27e-a0f6-4be2-904e-381ffc33eb02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631700 ms
Total Talk Time (AGENT): 65247 ms
Total Talk Time (CUSTOMER): 123303 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0723f27e-a0f6-4be2-904e-381ffc33eb02_20250320T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number, sir, just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you sir and what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the last name is.
[CUSTOMER][NEUTRAL] [PII], and the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh, hello, uh, hold them.
[AGENT][NEUTRAL] Hello, the policy number, please?
[CUSTOMER][NEUTRAL] Uh yeah, it's 02514350.
[AGENT][POSITIVE] OK, thank you so much and let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. The date of service is
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's [PII] and the total charge is $234 even.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, your voice is breaking a little bit between the.
[CUSTOMER][NEUTRAL] Golf
[CUSTOMER][NEUTRAL] Oh, I just did that.
[AGENT][NEUTRAL] OK, what is the charge?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Uh, total charge is $234 and.
[CUSTOMER][NEUTRAL] The primary pit.
[CUSTOMER][NEUTRAL] Applies to a deductible, the primary pay is.
[CUSTOMER][NEUTRAL] Allowed amount is $148. 48. Uh, it's 140.48. It's applied to a deductible.
[AGENT][NEUTRAL] OK thank you and can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's mountain star Cario Saint Marks.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look this claim up for you, [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my goodness, what is going on with my phone today? Goodness gracious.
[AGENT][NEUTRAL] 34 gosh how many times are you guys calling in?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] on the
[AGENT][NEUTRAL] OK [PII], this is [PII] back with you again. I have the claim number.
[CUSTOMER][NEUTRAL] Li
[AGENT][NEUTRAL] It is 352-205-7.
[CUSTOMER][NEUTRAL] Uh, for sure, I need your name.
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You are not audible. Can you please check your mic, uh, stating that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You're not audible. Can you please check your mic? Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is this here? Hello.
[CUSTOMER][NEGATIVE] Hello, you are not audible.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] What the fuck it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello.