AccountId: 011433970860
ContactId: 425b6a0c-5b87-4a39-b895-d1ab0fc90111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197220 ms
Total Talk Time (AGENT): 50890 ms
Total Talk Time (CUSTOMER): 57322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/425b6a0c-5b87-4a39-b895-d1ab0fc90111_20250520T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling to check the status of the claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's that policy number for that patient?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] OK, it's uh 223.
[CUSTOMER][NEUTRAL] 0085.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] And what's the data service and bill charges?
[CUSTOMER][NEUTRAL] Hs is [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] And bill amount is $125.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like we received that on 5-13-25. Process 5-15 25.
[AGENT][NEUTRAL] Um, offices that are not covered under the policy.
[CUSTOMER][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Is there a claim number for that?
[AGENT][NEUTRAL] Yes, claim number 3602138.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, she has one more data service.
[AGENT][NEUTRAL] OK. What's that data service?
[CUSTOMER][NEUTRAL] It is 2525 for 125.
[AGENT][NEUTRAL] No, it looks like I don't have that claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] On file that won't be a problem. Can I fax it to?
[AGENT][NEUTRAL] Yeah, absolutely. fax number is [PII].
[CUSTOMER][NEUTRAL] OK, do you give reference numbers, [PII]?
[AGENT][NEUTRAL] Uh, it's just my name, 1st, 1st initial to last name is [PII] and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much for your help. You have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.