AccountId: 011433970860
ContactId: 0a04d194-922a-4c94-aa61-53121add96a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149309 ms
Total Talk Time (AGENT): 57268 ms
Total Talk Time (CUSTOMER): 50006 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0a04d194-922a-4c94-aa61-53121add96a3_20250404T16:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] calling from a provider's office checking the status of a claim.
[AGENT][POSITIVE] [PII], could I have a call, a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] and the policy is 155.
[CUSTOMER][NEUTRAL] 1671.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Repeat your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, claims.
[AGENT][NEUTRAL] I apologize. What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEUTRAL] Um, 93,010.
[AGENT][NEGATIVE] It looks like there was no payment made on this claim and the reason why there was no payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's because the benefits were maxed out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Did she have coverage at the time?
[AGENT][NEUTRAL] She had coverage, but the benefits were maxed out, like her benefits have been maxed out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, was there, did you see a claim on file?
[AGENT][NEUTRAL] Yes ma'am, let me give you the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 358-403-9. It's 358-4039. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yo [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] I'm changing your name. [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, uh, is there a cost?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Just a call reference.
[AGENT][NEUTRAL] We don't provide those long but you can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day. Good bye.
[CUSTOMER][NEUTRAL] You too.