AccountId: 011433970860
ContactId: 075bf8ee-6a26-496e-b9d7-0f7a60358c69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195610 ms
Total Talk Time (AGENT): 80258 ms
Total Talk Time (CUSTOMER): 57196 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/075bf8ee-6a26-496e-b9d7-0f7a60358c69_20250204T18:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII] and I'm calling from Mercy Clinic Southeast and I'm looking for a claim status.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII] and the policy number is 650641.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] Patient first name is [PII] and the last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the date of service that you're inquiring about?
[CUSTOMER][NEUTRAL] [PII] and bill amount is $1,085 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify procedure code.
[CUSTOMER][NEUTRAL] 45378.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to check the status of a claim. This claim was received [PII]. It was processed [PII].
[AGENT][NEUTRAL] There was a payment of $180 made on this claim. Would you like the check number?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Check number is 2014822, and this was cash [PII].
[CUSTOMER][NEUTRAL] Oh, OK, and it was paid on November?
[AGENT][NEUTRAL] The check was paid on [PII]. The the check was cashed.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On November
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid on [PII]. The check was cashed [PII].
[CUSTOMER][NEUTRAL] Is this single check or a bulk check?
[AGENT][NEUTRAL] Single check for the amount of $180.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Can you help me with the claim number?
[AGENT][NEUTRAL] The claim number is 353-2498. That's 3532498.
[CUSTOMER][NEUTRAL] OK. And you said this is a single check, right?
[AGENT][POSITIVE] Yes, that is correct. Sing check.
[CUSTOMER][NEUTRAL] OK. May I have your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh, can you spell out your name for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have your first initial of the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you help me with the call reference number?
[AGENT][NEUTRAL] We don't provide those mic. You can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] Mm mm thank you so much, [PII]. That's all for the day. Have a good day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Mhm