AccountId: 011433970860
ContactId: 265568b0-a769-47a5-8a8f-56b42afe6272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208380 ms
Total Talk Time (AGENT): 67696 ms
Total Talk Time (CUSTOMER): 53029 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/265568b0-a769-47a5-8a8f-56b42afe6272_20250429T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling from a provider's office to get a claim status.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] It's D as in dog 43510705.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah, it looks like they paid $50 on one CPT code, but the other one they didn't pay anything, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can help you with that. What date of service was it for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] Yes, ma'am. We did pay the $50 for office visit. That's what it pays on the whole office visit itself. So we paid the $50 on the office visit and the maximum met for that visit was met on the other procedure code.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] Oh we pay on one office visit. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] But it's patient responsibility.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] We pay $50 per office.
[CUSTOMER][NEUTRAL] OK, I just need a reference number.
[AGENT][NEUTRAL] Per office
[CUSTOMER][NEUTRAL] Per visit, OK.
[AGENT][NEUTRAL] 4 times per calendar year we do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.