AccountId: 011433970860
ContactId: 1b5fc1a6-3b20-4db9-9686-3f7b6fbd23b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181020 ms
Total Talk Time (AGENT): 74999 ms
Total Talk Time (CUSTOMER): 111919 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1b5fc1a6-3b20-4db9-9686-3f7b6fbd23b0_20250602T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the status of a claim.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with claim status. Um, first, I'll need your name and a good call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, that um first off.
[CUSTOMER][NEUTRAL] Just in case we disconnected, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Thank you, [PII]. Now I need the policy number, please. It is 204-67778.
[AGENT][NEUTRAL] Can you please repeat that number?
[CUSTOMER][NEUTRAL] And please repeat that number?
[CUSTOMER][NEUTRAL] 02467778.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Thank you. Now please verify the patient's name and date of birth. It is for [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on claims. Um, [PII] for $617 even.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. And again, you said that was for [PII] for $617 even?
[CUSTOMER][NEUTRAL] Uh, for $617 even, yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[CUSTOMER][NEUTRAL] OK, yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] Um, it processed on [PII].
[CUSTOMER][NEUTRAL] Um, it processed on [PII].
[AGENT][NEUTRAL] And the claim number is 3603159.
[CUSTOMER][NEUTRAL] And the claim number is 3603159.
[AGENT][NEUTRAL] And it paid out for $73.08 even.
[CUSTOMER][NEUTRAL] And you pay that for $73.90.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the check number is 2045235.
[CUSTOMER][NEUTRAL] And the check number is 2045235.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And OK, and you said it was on the when was the check made on [PII]?
[AGENT][NEUTRAL] Yes, ma'am, on [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. [PII]. OK, and you have a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, my name is [PII], it's spelled [PII] and my last [PII].
[CUSTOMER][NEUTRAL] Yes, for the reference number, you can use my name in today's date. Um my name is [PII].
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much for your help. Have a good day. OK, thank you, [PII] for calling IPO. This is the time. Bye bye.
[AGENT][NEUTRAL] OK, thank you, [PII] for calling APL. You do the same.
[AGENT][NEUTRAL] Bye.