AccountId: 011433970860
ContactId: 3b1d87c0-a66d-45fe-9414-3421001d299c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97519 ms
Total Talk Time (AGENT): 34547 ms
Total Talk Time (CUSTOMER): 46577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3b1d87c0-a66d-45fe-9414-3421001d299c_20250506T17:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. Can you help me with the claim? I don't understand what what it means.
[AGENT][NEUTRAL] OK. You have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 1,826,170.
[AGENT][NEUTRAL] OK, and part one, part two.
[CUSTOMER][NEUTRAL] Or 2
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, data service is 95-2024 for 3500.
[CUSTOMER][NEGATIVE] We've received 3 claims from the provider.
[CUSTOMER][NEUTRAL] The last one claim number 356-4509.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it says policy benefits for listed date of service have been paid directly to the provider of service.
[CUSTOMER][NEUTRAL] But I don't see a payment on the this date of service. Am I missing it?
[AGENT][NEUTRAL] OK, and so that that CPT code is 19081.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is that correct? OK, so next, um, are you on the search screen on the CLA HQ screen?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, next to the data services a procedure code put in that procedure code.
[AGENT][NEUTRAL] And that would narrow it down.
[CUSTOMER][NEUTRAL] 9081.
[AGENT][NEUTRAL] And it only pulled up claims for that one, so we made a $200 payment under 3541622.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I learned something new today. Cool. OK, perfect. OK, thank you so much.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK, no problem.