AccountId: 011433970860
ContactId: 324e725f-7e05-4e3a-a03c-f264381ad576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348829 ms
Total Talk Time (AGENT): 105466 ms
Total Talk Time (CUSTOMER): 65258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/324e725f-7e05-4e3a-a03c-f264381ad576_20250218T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with the provider's office. I was just trying to see if I can get a claim status for a patient please.
[AGENT][NEUTRAL] OK, I can help you with status [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, I have to spell it. It's [PII] Last name is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, data services [PII].
[CUSTOMER][NEUTRAL] Do you need to build them out? I'm sorry, I didn't.
[AGENT][NEUTRAL] OK, and then what was the policy number, please?
[CUSTOMER][NEUTRAL] 02558728.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] OK, and you said the date service was [PII]. And what is the charge amount?
[CUSTOMER][NEUTRAL] $404.13.
[AGENT][NEUTRAL] OK, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Quality Family Healthcare Clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold for while I pull this claim in for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me [PII]. I do show the claim, um, the claim number is 354-5812.
[CUSTOMER][NEUTRAL] Oh, I'm, I'm sending that.
[CUSTOMER][NEUTRAL] I'm so sorry you are cutting out really bad.
[AGENT][NEUTRAL] The claim was paid.
[AGENT][NEUTRAL] Oh OK hold on let me see if I can fix that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The claim number is 354-581-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we've got one check that was paid to Quality Family Healthcare clinics, uh.
[AGENT][NEUTRAL] [PII]. The check number is 2020505.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it's in the amount of $95 and I'm showing that it's still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me look um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then we've got
[AGENT][NEUTRAL] Yeah, that's the check that was sent to.
[AGENT][NEUTRAL] To you guys was the $95.
[CUSTOMER][NEUTRAL] That address OK.
[CUSTOMER][NEUTRAL] Um, can you tell me what was the check date on that?
[AGENT][NEUTRAL] Yes ma'am, let me look it up.
[CUSTOMER][NEUTRAL] Just say.
[AGENT][NEUTRAL] Was paid on [PII].
[CUSTOMER][POSITIVE] Mm, OK, OK, thank you so much. Oh, can I get a reference number and we'll be done.
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Thank you for calling APL, and you have a great day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.