AccountId: 011433970860
ContactId: 4beaa9fc-edca-479d-bb16-670670f95543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316589 ms
Total Talk Time (AGENT): 59528 ms
Total Talk Time (CUSTOMER): 93445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4beaa9fc-edca-479d-bb16-670670f95543_20250616T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of the provider to check the claim status and last name initial is [PII].
[CUSTOMER][NEUTRAL] 15
[AGENT][NEUTRAL] Hey [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. This is a direct line, [PII].
[AGENT][NEUTRAL] Thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 01897865
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the patient's date of birth is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of service and those charges.
[CUSTOMER][NEUTRAL] [PII], the total charge amount is $431 even.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] [PII] 196
[AGENT][NEUTRAL] And uh what were the bill charges again? Sorry about that.
[CUSTOMER][NEUTRAL] The total charge amount is $431 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, do you have one of the codes that it was filled with? Got a couple different charges for that date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Shall I give you the claim number?
[AGENT][POSITIVE] Yes, that'd be great.
[CUSTOMER][NEUTRAL] 357 1
[CUSTOMER][NEUTRAL] 264
[AGENT][NEUTRAL] Needing status on it or what were you needing?
[CUSTOMER][NEUTRAL] Actually, I need the EOB to fax. Can you please fax the EB? Shall I give you the fax number?
[AGENT][POSITIVE] Perfection.
[CUSTOMER][NEUTRAL] Find
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, when did you receive this claim?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 2 28 25 35 2025.
[CUSTOMER][NEUTRAL] Totally.
[CUSTOMER][NEUTRAL] OK. Paid amount?
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] $25 even?
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] 0, 75. OK. And is there any patient responsibility?
[AGENT][NEUTRAL] And we can't determine patient responsibility. We're a supplementary policy.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] Go check
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] 031076.
[CUSTOMER][NEUTRAL] Single check carb check.
[AGENT][NEUTRAL] We'll check.
[CUSTOMER][NEUTRAL] amount
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] OK, is she on?
[AGENT][NEUTRAL] 35
[CUSTOMER][NEUTRAL] Clear on
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] Pay address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2141-8635.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Shall I give the fax number?
[AGENT][NEUTRAL] And what is it?
[CUSTOMER][NEUTRAL] 919
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. Anything else I can help with today?
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] My name is [PII], today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye for now, [PII].
[AGENT][POSITIVE] Thanks for calling APL. You have a good day too.