AccountId: 011433970860
ContactId: 1d3c58b4-9a88-44de-8d7d-f6c0b6044c3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232440 ms
Total Talk Time (AGENT): 75040 ms
Total Talk Time (CUSTOMER): 110220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1d3c58b4-9a88-44de-8d7d-f6c0b6044c3b_20250425T15:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Apria Healthcare on a recorded line. Could you please help me with claim status?
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, sure, my name is [PII]. It is spelled as [PII], and last name initial is [PII]. And the callback number is [PII]. I do have my extension. It is [PII].
[AGENT][NEUTRAL] I do apologize, but I didn't catch the spelling of your name. Could you provide it to me again?
[CUSTOMER][NEUTRAL] Uh, sure. My name is [PII]. It is spelled as [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number of the member that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] It is 18229997.
[AGENT][NEUTRAL] Did you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the number's first name is spelled as [PII], and the last name is spelled as [PII], and the date of birth would be [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and the total charge amount is $1630. 50 cents.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] What is your procedure code? Is there multiple procedure codes?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, uh 870358703087031 8703884604.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 66
[AGENT][NEUTRAL] This claim was received on [PII]. It was processed [PII]. There was a payment of $129.30 on this claim, 36 cents made on this claim.
[CUSTOMER][NEUTRAL] $129. 36 cents, right, ma'am?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, may I know the payment details, ma'am?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it paid through EFT or check, ma'am?
[AGENT][NEUTRAL] It's a check, single check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Would you like the check number?
[CUSTOMER][NEUTRAL] May I know the, yes, ma'am.
[AGENT][NEUTRAL] 2037837. That's 2037837.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. May I know the claim number?
[AGENT][NEUTRAL] 3586676. That's 3586676.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Just to confirm, it is also, it is paid to A Healthcare, right, ma'am?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Uh, thank you so much, ma'am. May I know the call reference number of this call and spelling of your name, ma'am?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name and today's date as a reference. It's [PII], and today's date is a reference.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.