AccountId: 011433970860
ContactId: 2683a21c-e61a-4616-9b76-7be15d31144a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266220 ms
Total Talk Time (AGENT): 67741 ms
Total Talk Time (CUSTOMER): 117572 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2683a21c-e61a-4616-9b76-7be15d31144a_20250515T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII]. I'm calling from provider's office uhhukoni claim status.
[AGENT][NEUTRAL] Hey Ma, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, sure. My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. Uh, the policy number is 02404596 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] 4009837.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is um
[CUSTOMER][NEUTRAL] [PII]. Patient's date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] The date of service was um
[CUSTOMER][NEUTRAL] [PII] and the bill amount was $542 even.
[AGENT][NEUTRAL] No, we received the claim 42-2025. It was processed 44-2025.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, it's [PII] I'm sorry.
[AGENT][NEUTRAL] Um, office visits are not covered on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not covered, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. What's the.
[CUSTOMER][NEUTRAL] And uh patient have any uh like uh
[CUSTOMER][NEUTRAL] As for the insurance.
[CUSTOMER][NEUTRAL] OK. Uh, what is the plan name?
[CUSTOMER][NEUTRAL] The claim was pending from valet to for it.
[AGENT][NEUTRAL] Uh, plan name is.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] They have.
[AGENT][NEUTRAL] That's Medlink, S as in Sierra, F as in Frank, M as in Mary.
[CUSTOMER][NEUTRAL] Mm. It is.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Medlink SFM.
[CUSTOMER][NEUTRAL] I'm sorry, it's 2024.
[CUSTOMER][NEUTRAL] Uh, before the SSM, what you said, I didn't understand.
[AGENT][NEUTRAL] That's Medlink. It's M as in Mary, E as in Echo, D as in Delta, L as in Lima, I as in India, N as in November, K as in kite.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Merli SSM.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, can you please, uh, hold on a minute?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Hey there, I, I didn't hear you. I'm sorry.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yes, uh, uh, I'm here.
[AGENT][NEUTRAL] OK. Uh, what was the question?
[CUSTOMER][NEUTRAL] OK, you have claim number?
[AGENT][NEUTRAL] Claim number is
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's 358
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 5393.
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] [PII]. Can you please uh spell out your name for me?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][POSITIVE] OK. Uh thank you, [PII]. Thanks for the
[CUSTOMER][POSITIVE] Patiently assisting me. Have a good day. Take care. Bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.