AccountId: 011433970860
ContactId: 480d8d1d-4b8e-4c0f-b9ef-c5440a51ee05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190050 ms
Total Talk Time (AGENT): 69724 ms
Total Talk Time (CUSTOMER): 61907 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/480d8d1d-4b8e-4c0f-b9ef-c5440a51ee05_20250425T20:47_UTC.wav
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[AGENT][NEUTRAL] Uh APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII], and I was calling today for claims.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, my callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] And my the policy number is going to be 025.
[CUSTOMER][NEUTRAL] 66,560.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the member name is [PII].
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][POSITIVE] Thank you. I do apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the date of service you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Um, it's gonna be from [PII].
[AGENT][NEUTRAL] Do you have a procedure code and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Um, you want the code that we bill for or the members, uh, diagnosis code?
[AGENT][NEUTRAL] The code, the procedure codes.
[CUSTOMER][NEUTRAL] So it's gonna be E as in Edward, 0784.
[CUSTOMER][NEUTRAL] Then A as in apple, 4232, then A as in apple, 4230.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This claim was received this claim was received [PII]. It was processed [PII]. [PII], there was a payment of $2,318.71 made on this claim. Would you like the claim number and check number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] The claim number is 3581105. Check number is 203.
[AGENT][NEUTRAL] 5383.
[CUSTOMER][NEUTRAL] OK, was there any patient responsibility?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So we only made a payment towards the procedure code of the 2320.
[AGENT][NEUTRAL] The procedure code of E0784 which was 231871.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that was the only one you guys pay for. OK, is there any way that you can fax me the EOB?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.