AccountId: 011433970860
ContactId: 0f9fe00a-e8ac-4577-ac25-e567ad2918df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237100 ms
Total Talk Time (AGENT): 109803 ms
Total Talk Time (CUSTOMER): 85033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0f9fe00a-e8ac-4577-ac25-e567ad2918df_20250520T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm a medical provider. I need a claim status.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we disconnect with?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, that's 01960609, M like Mary, L Larry number 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, yes, hold on a minute. This is for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] An emergency.
[CUSTOMER][NEUTRAL] Emergency room.
[AGENT][NEUTRAL] OK, for services provided in outpatient facilities, we cover up to 7350 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have a claim.
[AGENT][NEUTRAL] OK. What's the data service and bill charges?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh, bill amount is $7,141.15.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII]. It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3593999.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it paid out for $1,269 even, and it was a single check.
[AGENT][NEUTRAL] The check number is 2,041,050.
[CUSTOMER][NEUTRAL] 1050. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the check date it's [PII]?
[AGENT][NEUTRAL] Yes, that's the check date. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and OK and let me see.
[CUSTOMER][NEUTRAL] There's a single check. There's no bulk amount or anything, so it's only one check?
[AGENT][NEUTRAL] Yes, ma'am, just one check for the 1,269.
[CUSTOMER][NEUTRAL] Oh OK. OK, and your name is?
[AGENT][NEUTRAL] It's [PII]. Um, it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK, no, that's it, [PII]. Thank you very much. Have a wonderful day, OK.
[AGENT][POSITIVE] OK. Thank you for calling APL. You have a great rest of your day as well. And could I get your name one more time, please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] initial for my last name is [PII].
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you.