AccountId: 011433970860
ContactId: 27259552-019a-4534-a25c-cba09788d801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200880 ms
Total Talk Time (AGENT): 58507 ms
Total Talk Time (CUSTOMER): 73712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/27259552-019a-4534-a25c-cba09788d801_20250514T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from provider's office. I needed the information about the, the payment about the claim. Can you help me with that?
[AGENT][NEUTRAL] Yeah, I'm happy to check on a claim, [PII]. What's the patient policy number?
[CUSTOMER][NEUTRAL] Yes, let me give you the policy number it's gonna be 01.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 3008.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] The SMB was in [PII].
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] Demon.
[CUSTOMER][NEUTRAL] 126.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Do you have an amount after the primary paid?
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have here 126 but 11039.
[AGENT][NEUTRAL] So the primary paid 11009.
[CUSTOMER][NEUTRAL] Give me one moment. Give me one moment primary pay.
[CUSTOMER][NEUTRAL] The primary so the patient responsibility for $15.91.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we did receive a claim for that date of service. It looks like claim was received [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $15.91.
[AGENT][NEUTRAL] This was paid and processed on [PII].
[CUSTOMER][NEUTRAL] Mhm, can you provide me the checking information please?
[AGENT][NEUTRAL] It was a single check, the check number is 2004956.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2004956
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Your process in [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, OK, perfect, I'm gonna upload my system. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] No, I'm [PII].
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] Bye bye bye