AccountId: 011433970860
ContactId: 56ef3318-3b2b-4e18-b335-9227165d8709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244919 ms
Total Talk Time (AGENT): 61151 ms
Total Talk Time (CUSTOMER): 56395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/56ef3318-3b2b-4e18-b335-9227165d8709_20250423T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good. Thank you for asking. I'm calling for claims. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 1456796
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] You need to. Date of birth, [PII].
[AGENT][NEUTRAL] And what is the data service and build them out?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is, just a moment.
[CUSTOMER][NEUTRAL] It's $3,497.36.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received that claim 4-14-2025. That was processed on [PII].
[AGENT][NEUTRAL] And we made a payment of 324 13.
[CUSTOMER][NEUTRAL] May I know the pay date
[AGENT][NEUTRAL] 415, 2025.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Can I get the check number?
[AGENT][NEUTRAL] 2039054.
[CUSTOMER][NEUTRAL] May I check your date?
[AGENT][NEUTRAL] It was issued on [PII], so it was eight days ago.
[AGENT][NEGATIVE] I don't show it cleared.
[CUSTOMER][NEUTRAL] OK, so it's not clear yet.
[CUSTOMER][NEUTRAL] May I know the check pay to address?
[AGENT][NEUTRAL] The total amount, 324 13.
[CUSTOMER][NEUTRAL] No, may I know the check paid to address, to the address it has been paid?
[AGENT][NEUTRAL] Oh, OK. Hold on one moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get a copy of PDOB?
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] So, the fax number is [PII]. And it is with attention to 677-897-40.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Can I get a call reference number?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APLU as well.