AccountId: 011433970860
ContactId: 4d2fadfc-a23b-4a2b-9431-937b6dd6873c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172320 ms
Total Talk Time (AGENT): 61991 ms
Total Talk Time (CUSTOMER): 66191 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4d2fadfc-a23b-4a2b-9431-937b6dd6873c_20250618T16:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office. I'm looking for a claim status your medical.
[AGENT][POSITIVE] Hello, [PII], I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number.
[CUSTOMER][NEUTRAL] What is?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]. And the member ID is 00.
[CUSTOMER][NEUTRAL] I'm sorry, 02467432.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth, and I'll be able to assist you with your claim status.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] The date of service is [PII] for $250 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the bill amount?
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] $250 or $350. Which one is it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 250, 250.
[AGENT][NEUTRAL] Do you have a procedure called?
[CUSTOMER][NEUTRAL] 992223.
[CUSTOMER][NEUTRAL] We have submitted on.
[AGENT][POSITIVE] Thank you. 1273.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Electronically.
[AGENT][NEUTRAL] This claim was received [PII], [PII]. It was processed [PII]. There was a there was a payment of $182.56 made on this claim.
[CUSTOMER][NEUTRAL] The check number?
[AGENT][NEUTRAL] The check number is 2044343.
[CUSTOMER][NEUTRAL] Single or about
[AGENT][NEUTRAL] Single check of $182.56.
[CUSTOMER][NEUTRAL] Claim number, please.
[AGENT][NEUTRAL] 360-127-3
[CUSTOMER][NEUTRAL] 360-1273. OK. And its payment still outstanding or it is cleared?
[AGENT][POSITIVE] Yes, that is correct, [PII].
[AGENT][POSITIVE] It shows that it is outstanding.
[CUSTOMER][POSITIVE] I appreciate that would the reference number, please?
[AGENT][NEUTRAL] We don't provide reference numbers, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] That would be done for the day. Thank you very much. Bye-bye. Take care.
[AGENT][POSITIVE] Thanks for calling ATL. Have a great day. Goodbye.