AccountId: 011433970860
ContactId: 46d57dc1-9d7f-4da2-8bac-eff34f1151ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306600 ms
Total Talk Time (AGENT): 83247 ms
Total Talk Time (CUSTOMER): 91247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/46d57dc1-9d7f-4da2-8bac-eff34f1151ef_20250416T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling for the provider Millennium Physician Group to check on payment deposit details on a claim. Please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure, that would be [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, that is 60801.
[AGENT][NEUTRAL] That's the payer ID number. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02.
[CUSTOMER][NEUTRAL] 514361.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII], born on [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah, the payment details on the claim.
[AGENT][POSITIVE] OK, I can help you with that one day the service.
[CUSTOMER][NEUTRAL] Thank you. This is for [PII].
[AGENT][NEUTRAL] And what is one of the procedure codes that's on that bill?
[CUSTOMER][NEUTRAL] Um, this is your code 96127.
[AGENT][NEUTRAL] And what's the total bill?
[AGENT][NEUTRAL] Charge
[CUSTOMER][NEUTRAL] $9.88.
[AGENT][NEUTRAL] The total charge is $9.88.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it was just one procedure code?
[CUSTOMER][NEUTRAL] Just a second, I think I'm missing out something. Just a moment please.
[CUSTOMER][NEUTRAL] All right, I have the total charges as $351.34.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I see the one for $9.88.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] The 961-27, we paid $5.89.
[CUSTOMER][POSITIVE] OK, perfect. That's the one that I was looking for. OK, thank you. May I please have the details on that, [PII]?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 8589.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the check number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 20185.
[AGENT][NEUTRAL] 39
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was for 589.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] Yeah, may I also please have the address to which it was sent to?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you, [PII]. And just to verify it was for a single amount of $5.89 right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Thank you. And do you have any cash data information on this check?
[AGENT][POSITIVE] I'm showing it's still outstanding.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you so much for all those details. So that's all I have for today. May I please have a caller reference number for our call today?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, this is perfect. Thank you so much for the prompt assistance and I wish you a great day too. Thank you, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.