AccountId: 011433970860
ContactId: 2ac67bdb-d332-4173-8984-679e752dd438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304739 ms
Total Talk Time (AGENT): 47243 ms
Total Talk Time (CUSTOMER): 53999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/2ac67bdb-d332-4173-8984-679e752dd438_20250624T19:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I'm calling from a provider's office and I just have um a question on a claim for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claim status today. [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02479217.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like a payment was made in the amount of $129.03 on [PII].
[CUSTOMER][NEUTRAL] Yes, um, and it looks like we called in March. um, we were told it was it wasn't cleared yet at that time, um, it doesn't look like I'm not seeing the payment on our end, so I don't know, just wanted to see if you have a clear date or maybe if it's possible it got sent to the wrong address or.
[AGENT][NEUTRAL] Oh, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, it is actually still outstanding, um, give me a moment so I can put in a request for a stop pay reissue.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Thank you so much for your patience. I've submitted that stop the issue request if you can complete the 14 business days.
[CUSTOMER][NEUTRAL] 2. OK, is there a reference number or do I just use your name and the state?
[AGENT][NEUTRAL] Yeah, it's just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Um, nope, that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too bye bye.