AccountId: 011433970860
ContactId: 2535c842-6284-40e8-954e-a5d728f02422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386809 ms
Total Talk Time (AGENT): 107600 ms
Total Talk Time (CUSTOMER): 153629 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2535c842-6284-40e8-954e-a5d728f02422_20250402T13:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I would like to check the claim status, please.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, C101.
[CUSTOMER][NEUTRAL] 52
[CUSTOMER][NEUTRAL] 4155.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] They give me one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you need to claim status?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] The survey was in [PII].
[AGENT][NEUTRAL] OK. And what was the procedure code?
[CUSTOMER][NEUTRAL] Yes, the Brasillo code, the first Brasilio code is gonna be 93.
[CUSTOMER][NEUTRAL] Cedar Cedar Cedar.
[CUSTOMER][NEUTRAL] For the bill amount 126.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And did it have one procedure code or just one procedure code or 2?
[CUSTOMER][NEUTRAL] Yeah, the patient that day to procedure. The first call is 93,000 and the other was 93306. I wouldn't know if you process both and I needed the check number please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a moment, OK?
[CUSTOMER][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We did pay it. I'm just getting the information for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] know.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, for 93,000, we paid $20.
[AGENT][NEUTRAL] And 58 cents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number 2004899.
[CUSTOMER][NEUTRAL] 204, sorry, can you repeat that? Sorry.
[AGENT][NEUTRAL] 2004899.
[CUSTOMER][NEUTRAL] Check
[CUSTOMER][NEUTRAL] OK, let me confirm that 2004899.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And you need the claim number?
[CUSTOMER][NEUTRAL] I need that the the day the day that you send the the the check or.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was paid 927 24.
[CUSTOMER][POSITIVE] OK, 92724 perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you need the claim number on that one?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 351-091-0.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And the other one was also paid on 927-24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For $268.42.
[CUSTOMER][NEUTRAL] The check number the same.
[AGENT][NEUTRAL] 20048997.
[CUSTOMER][NEUTRAL] 97.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 351-0903.
[CUSTOMER][NEUTRAL] 0333510903.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm gonna put that information in my system. OK, thank you for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye bye.
[AGENT][NEUTRAL] Bye bye.