AccountId: 011433970860
ContactId: 1b95bc19-7d02-4ef8-8961-ad891073386a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 40719 ms
Total Talk Time (CUSTOMER): 87809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1b95bc19-7d02-4ef8-8961-ad891073386a_20250523T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], hello, good morning. I'm calling for a claim status.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, yes. My name is [PII] and my phone number is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. It's [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I have. So the member ID number will be 14529 M for Mama, L for Lima, 8.
[AGENT][NEUTRAL] Uh, could you repeat the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1452971 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, the patient name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] Do you have service and bill charges?
[CUSTOMER][NEUTRAL] Um, yes, um, the date of service that I'm looking for is um [PII] with the total charge of 1600.
[AGENT][NEUTRAL] Uh, bill charges were 1600, is that right?
[CUSTOMER][NEUTRAL] Yeah. Or can you check either the um total allowed amount which is 180.13?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it looks like we received the claim 16-2025, process 18-2025.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Made a payment of 18013.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. So the claim was paid, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, can you provide the EFT number?
[AGENT][NEUTRAL] The check number is 2021939. It's a single check.
[CUSTOMER][NEUTRAL] OK. So the um track number will be 2021939.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it was paid less.
[AGENT][NEUTRAL] It was paid on 18-2025.
[CUSTOMER][NEUTRAL] OK, so I already have the information so can you provide the reference for this call?
[AGENT][NEUTRAL] Uh, it's my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And your initials of her last name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, thank you for your assistance. You have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye-bye.