AccountId: 011433970860
ContactId: 36eb5666-a094-4f60-81fe-34929b767bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182479 ms
Total Talk Time (AGENT): 47586 ms
Total Talk Time (CUSTOMER): 65387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/36eb5666-a094-4f60-81fe-34929b767bae_20250416T13:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I want to get claim number to check claim my portal.
[AGENT][NEUTRAL] OK, checking on a claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], do you, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, of course. It's 1066915.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is that date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] Um, 2:30.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we received that claim 24-2025. Process 27-2025.
[AGENT][NEUTRAL] And we made a payment of $25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, then you didn't receive anything because we sent back claim to your side on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Didn't receive what?
[CUSTOMER][NEUTRAL] Um, I'll be sent back claim to your site again on [PII].
[CUSTOMER][NEUTRAL] [PII], but you didn't receive it, right?
[AGENT][NEUTRAL] No, we did receive a duplicate. It was a duplicate claim though.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So on the claim that was processed, we paid the maximum that was payable, $25. So there's there's nothing else to be paid.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, so,
[CUSTOMER][POSITIVE] Oh, OK, OK then. Um, thank you so much. Do you have a call reference number?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][POSITIVE] No, thank you so much and have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well.