AccountId: 011433970860
ContactId: 3c8aefb6-ec40-4341-804a-a6709fb2d990
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394260 ms
Total Talk Time (AGENT): 75472 ms
Total Talk Time (CUSTOMER): 85616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3c8aefb6-ec40-4341-804a-a6709fb2d990_20250109T20:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office looking for the claim status. Could you help me with that?
[AGENT][NEUTRAL] Yeah, I could take a claim for you [PII] Um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] have extension [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And then what was the policy number please?
[CUSTOMER][NEUTRAL] Sure. I have the policy number. It's going to be 020.
[CUSTOMER][NEUTRAL] 89751
[AGENT][NEUTRAL] OK. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yeah, I have the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] How the data source is going to be?
[CUSTOMER][NEUTRAL] Um, for [PII].
[AGENT][NEUTRAL] Sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the bill amount please?
[CUSTOMER][NEUTRAL] Yeah, it's $1660 even.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] $1160.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, that was $1660 correct?
[CUSTOMER][NEUTRAL] That's right. 1660.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Thisma Health University Medical Group.
[AGENT][POSITIVE] OK, thank you for verifying that.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So are
[CUSTOMER][NEUTRAL] S
[AGENT][POSITIVE] I appreciate your patience, [PII] Bear with me just a moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] doesn't.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 0627.
[CUSTOMER][NEUTRAL] 1905.
[CUSTOMER][NEUTRAL] 41389.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, bear with me just a moment, [PII] I did find, I do believe I found, uh, the original claim looks like it was submitted, um, a couple of different times, so I did have to find the original. Let me verify though, um, so sorry, uh, uh, just to clarify this was 1660. It was not 1640, correct?
[CUSTOMER][NEUTRAL] Um, for the same data service, I have one more different total charge. I think that is, uh,
[CUSTOMER][NEUTRAL] Um, yeah, that amount is 1640.
[CUSTOMER][NEUTRAL] Two claims be filed in the same date.
[AGENT][NEUTRAL] Oh OK so you need to check um both of those, the one there's 1640 and 1,606.
[CUSTOMER][NEUTRAL] 60, yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, are you there?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.