AccountId: 011433970860
ContactId: 3ac611f3-4696-4c77-ac69-ba995c17aa36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242809 ms
Total Talk Time (AGENT): 85400 ms
Total Talk Time (CUSTOMER): 99105 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3ac611f3-4696-4c77-ac69-ba995c17aa36_20250218T16:00_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hello, this is [PII] calling from the provider office and regarding about a, uh, general clients stage.
[AGENT][NEUTRAL] Can I have your callback number and the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, it's gonna be the first name of my name is gonna be [PII] and last to my name is gonna be [PII].
[AGENT][NEUTRAL] Callback number and the policy number.
[CUSTOMER][NEUTRAL] And call the number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number that you're inquiring of claim status for [PII]?
[CUSTOMER][NEUTRAL] They call me uh
[CUSTOMER][NEUTRAL] 246-497-8
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII], and date of birth is gonna be [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] And your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, the date of service is on [PII] and the bill amount is gonna be $91.80.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 1463.
[CUSTOMER][NEUTRAL] Your name is [PII], am I right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] There was a payment of $15.55 made on this claim.
[CUSTOMER][NEUTRAL] Can you please tell me to receive that?
[AGENT][NEUTRAL] This claim was received.
[AGENT][NEUTRAL] [PII], it was processed [PII]. There was a payment of $15.55 made on this claim. Would you like that check number?
[CUSTOMER][NEUTRAL] Yeah, take the.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 2018513. That's 2018513.
[CUSTOMER][NEUTRAL] 2018513, is it correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And what is the claim number?
[AGENT][NEUTRAL] 3541463
[CUSTOMER][NEUTRAL] And can you please verify the bill for all?
[CUSTOMER][NEUTRAL] All for single.
[AGENT][NEUTRAL] There is no bulk amount. It's a single check.
[CUSTOMER][NEUTRAL] Uh, what is the single amount?
[AGENT][NEUTRAL] $15.55.
[CUSTOMER][NEUTRAL] $15.55 am I right? 15.55.
[AGENT][NEUTRAL] 15.55, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, uh, we still do not, uh, get a you can you please fax to you.
[AGENT][NEUTRAL] What is your fax number, [PII]?
[CUSTOMER][NEUTRAL] The fax number is gonna be this one please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, correct. Definitely correct. So, uh, can you please verify me again what is [PII] that or clear that?
[AGENT][NEGATIVE] Has not been cleared.
[CUSTOMER][NEGATIVE] That is not good right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and the call reference number please?
[AGENT][NEUTRAL] We don't provide reference numbers. You can use my name in today's date as a reference. It's [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you, sir.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I appreciate your time. Have a wonderful rest of day, OK? Take care.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye.