AccountId: 011433970860
ContactId: 2376fb09-995c-4ac2-a8d7-18ad5ad6762a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257619 ms
Total Talk Time (AGENT): 98183 ms
Total Talk Time (CUSTOMER): 71880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2376fb09-995c-4ac2-a8d7-18ad5ad6762a_20250404T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Forward Unal West Dallas. I was just, um, calling to follow up on a claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today, [PII]. What's the patient policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It is 02097908.
[AGENT][NEUTRAL] OK, let me pull this up. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. What's the data service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK, and then what do we have as a build amount?
[CUSTOMER][NEUTRAL] 277.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we do have a claim on file data service 13125. I'm showing it's a different build amount [PII]. It came over as 286 it looks like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it might be that one. It's for a profy evaluation and bye wing imaging.
[AGENT][NEUTRAL] Yeah, yeah, that's what that one was for, uh-huh.
[CUSTOMER][NEUTRAL] Mhm, OK, the last time we got, we called it looks like we were told that it was pending the claim was pending. I can give you a claim number.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] What's the claim number that you got for it?
[CUSTOMER][NEUTRAL] It's 356-238-8.
[AGENT][NEUTRAL] OK, yeah, that's the one that I see here for the 286.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, so it looks like we were awaiting eligibility information. The insured has it through a staffing agency and so we're awaiting premium information. Nothing has been updated on it at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the patient plan shows a paid to date right now of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're waiting on information from the patient from the employer?
[AGENT][NEUTRAL] Mhm, yeah, because it's through a staffing agency, so we're awaiting eligibility information from them.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name is [PII], which is [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye.