AccountId: 011433970860
ContactId: 52e583cd-b64e-4a43-9dc1-2278e9203181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277480 ms
Total Talk Time (AGENT): 113390 ms
Total Talk Time (CUSTOMER): 58367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/52e583cd-b64e-4a43-9dc1-2278e9203181_20250311T16:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Quantum imaging and therapeutics.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 190.
[CUSTOMER][NEUTRAL] 785
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $102 even.
[AGENT][NEUTRAL] You said 110.
[CUSTOMER][NEUTRAL] 102.
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And you said [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see a claim. Let me check one more thing.
[AGENT][NEUTRAL] see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, I'm searching for your claim, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the procedure code?
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] It's 76536.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have that claim on file, Miss [PII]. Now, this policy has been terminated um for a while. I can give you the termination date.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This policy was effective on [PII] and it terminated [PII], and there's no other policies available for this number.
[CUSTOMER][NEUTRAL] When it is terminated,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the member is not active for the state of service.
[AGENT][POSITIVE] Mm correct.
[CUSTOMER][NEUTRAL] OK. And you don't see any other insurance?
[AGENT][NEUTRAL] I don't see any other policies.
[CUSTOMER][NEUTRAL] OK. Can you please spell out your name?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Thank you. And the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII].
[CUSTOMER][POSITIVE] Thank you, thank you so much for this.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nothing else. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day. Bye.