AccountId: 011433970860
ContactId: 18de3e63-2463-4989-a1f9-20a1690fc5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494670 ms
Total Talk Time (AGENT): 140959 ms
Total Talk Time (CUSTOMER): 101508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/18de3e63-2463-4989-a1f9-20a1690fc5fc_20250515T16:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, hi, this is [PII], and I'm calling from provider's office to check on and claim status.
[AGENT][NEUTRAL] Um, what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Um, that's [PII] followed by extension number [PII].
[AGENT][POSITIVE] Thank you very much. What is the policy number, please?
[CUSTOMER][NEUTRAL] Um, that's D as in Delta 437316-33.
[AGENT][NEUTRAL] One moment please, [PII].
[AGENT][NEUTRAL] What is the patient's last name, the last name, please?
[CUSTOMER][NEUTRAL] Um, that's [PII].
[AGENT][NEUTRAL] OK, thank you. And now the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, is that [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you very much. One moment please.
[AGENT][NEUTRAL] And do you know what state [PII], or excuse me, Mr. [PII] reside in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] [PII], thank you so much. I appreciate that. One moment please hold one moment, [PII].
[AGENT][NEUTRAL] Would you happen to have the social?
[CUSTOMER][NEUTRAL] Uh yes, that's [PII].
[AGENT][POSITIVE] OK, thank you very much, one moment, bear with me.
[AGENT][NEUTRAL] Thank you for providing the information, verify the member's date of birth.
[CUSTOMER][NEUTRAL] Uh, date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, that, that is, uh, [PII].
[AGENT][NEUTRAL] I'm sorry if you could verify that again for me?
[CUSTOMER][NEUTRAL] Um, that's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I have the member pulled up and you're calling for claim status. I can assist you, [PII]. And also you're able to check claim status by visiting our secure portal at [PII]. You'll also be able to obtain an EOB on that website for your documentation if you need that. Um, what is that date of service and the total charge amount please?
[CUSTOMER][NEUTRAL] Um, that is for [PII] and the charge amount is $220 even.
[AGENT][NEUTRAL] I'm sorry, if you could repeat that date of service again.
[CUSTOMER][NEUTRAL] Oh, that's [PII].
[AGENT][POSITIVE] OK, thank you so much. Thank you very much.
[AGENT][NEUTRAL] That's $220 even, OK.
[AGENT][NEUTRAL] The claim has not been processed, um, one moment please, we have a claim in line to be reviewed and processed. Let me just check to see if this is a particular claim, OK? Bear with me. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I place you on hold, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], thank you so much for your patience. I'm almost there. I'm just waiting for the image to populate. Um, I'm sorry, just would just be patient with me, please. Thank you.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Almost there.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] It's almost there. I'm so sorry.
[CUSTOMER][POSITIVE] Sure, take your time no worries.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And again, thank you for your patience. Uh, we received the claim on.
[AGENT][NEUTRAL] Let's see here. [PII], it is in line.
[AGENT][NEUTRAL] To be reviewed and processed.
[CUSTOMER][NEUTRAL] Oh, can you, can you repeat it when it was been received?
[AGENT][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and it is still in process?
[AGENT][NEUTRAL] It is in line to be reviewed and processed.
[CUSTOMER][NEUTRAL] Alright, and can I have the claim number?
[AGENT][NEUTRAL] Uh no claim number has been assigned. It has not been processed yet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, and can you also help me with the turnaround time for this?
[AGENT][NEUTRAL] Um, typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] 7 to 10 business days. OK. And with that, can I have a card reference number?
[AGENT][NEUTRAL] We do not provide a reference numbers, [PII]. You can use my name. My last initial is [PII] First name is [PII], and today's date. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] Oh, the first name is gonna be [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] And initial to um your last name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, OK then, right, that was it. Thank you so much for your assistance and do have an amazing day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.