AccountId: 011433970860
ContactId: 3c541dd3-f97c-4078-a5c6-e4b87ca406bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137169 ms
Total Talk Time (AGENT): 28181 ms
Total Talk Time (CUSTOMER): 54900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3c541dd3-f97c-4078-a5c6-e4b87ca406bd_20250430T13:29_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL.
[CUSTOMER][NEUTRAL] Yes [PII], I needed to check on a claim for a patient please.
[AGENT][NEUTRAL] Hey, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have 02536740.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] It's [PII] for $319.
[CUSTOMER][NEUTRAL] I'm sorry, $422.
[AGENT][NEUTRAL] You said 10:21, right?
[CUSTOMER][NEUTRAL] Uh, yeah, she gave us a new insurance this year and she said she's had it for a while, so we were trying to refile claims from last year.
[CUSTOMER][NEUTRAL] And we, I think we mailed that claim on [PII] I think.
[AGENT][NEUTRAL] OK, looks
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, it looks like we received it on [PII] and it was processed 47.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I get paid to the insured though.
[CUSTOMER][NEUTRAL] OK, patient.
[CUSTOMER][NEUTRAL] We might have sent that one to pay the patient since they had already paid us let me double check.
[CUSTOMER][POSITIVE] Do do do do do yep, we did. OK, so as long as the patient got paid of that I can zero out that claim perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will make a note of that thank you so much for letting us know.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.