AccountId: 011433970860
ContactId: 41a6d6ab-5151-47bb-b909-73ab604a7e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309619 ms
Total Talk Time (AGENT): 126771 ms
Total Talk Time (CUSTOMER): 104390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/41a6d6ab-5151-47bb-b909-73ab604a7e50_20250421T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider's office to check on a claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yes, ma'am, I sure can. um, and you said your name is [PII]?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. Uh, and do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the policy number is 01849102.
[AGENT][NEUTRAL] Thank you. OK. Um, and what is the insured's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And do you mind verifying her birthday for me?
[CUSTOMER][NEUTRAL] Yeah, sure. The provider, I'm sorry, the member's birth date is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and also can you give me the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date of service on this claim is [PII]. Total amount of $610 even.
[AGENT][NEUTRAL] OK, thank you, yes ma'am. Now if you don't mind holding for just a second, I do need to transfer you to our claims department and they can get you status on this claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Yeah, also, do you have their direct contact number?
[AGENT][NEUTRAL] And you know, um,
[AGENT][NEUTRAL] I'm sorry, but now that I am looking at the, no.
[AGENT][NEUTRAL] OK, yes, I will need to transfer you and I'm sorry, you said you needed a contact number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, a reference number or?
[CUSTOMER][NEUTRAL] Yeah, actually, I need the reference number and also contact number, direct contact number for claims department so that you can contact the claims department next time directly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now you will call the number that you did just call um.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Um, and then just choose the claims department.
[CUSTOMER][NEUTRAL] OK, what will be the reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now for a reference number you can use today's date and my name is [PII] and last initial is [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. Can you please transfer me there?
[AGENT][NEUTRAL] OK, yes ma'am, I sure will, but is there anything I can do for you before I do that?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, thank you, Ms. [PII] and do hold on for that transfer and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. I have a provider's office on the line and they are wanting to check claim status on a policy.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It's 184-9102.
[CUSTOMER][NEUTRAL] And what's the, the person calling's name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], and do you have a callback number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she did give me extension. Do you want that extension?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, and I did, she said the claim is on Brenda part two and the date of service is [PII] for $610.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty, here she comes. Thank you.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the provider's office to check on a claim status. Can you please help me with that?
[CUSTOMER][NEUTRAL] Yes, I can help you with that. What was one of the procedure codes? Is it for a facility bill or doctor's charge?
[CUSTOMER][NEUTRAL] It's uh