AccountId: 011433970860
ContactId: 55bffab7-a8b3-4f39-81fb-7d7d1dff53ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256709 ms
Total Talk Time (AGENT): 70780 ms
Total Talk Time (CUSTOMER): 45213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/55bffab7-a8b3-4f39-81fb-7d7d1dff53ca_20250314T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from San Luis Valley Health calling to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you, Ms. [PII] with the claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Do [PII] [PII].
[CUSTOMER][NEUTRAL] And you said the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's 02154266.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] That's [PII] and it was for the bill amount of 49.
[AGENT][NEUTRAL] $49 total.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, they left a deductible of $13.97.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me Miss [PII]. I've got the claim. The claim number is 357-439-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was paid $13.97 with check number 2032248 and that check was issued on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And then.
[CUSTOMER][NEUTRAL] Is there gonna be a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK, that should do it then thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful weekend, Miss [PII], and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mm bye bye ma'am.