AccountId: 011433970860
ContactId: 5851a8c4-f5dc-419e-b162-39d30cfa5df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328869 ms
Total Talk Time (AGENT): 105183 ms
Total Talk Time (CUSTOMER): 68000 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5851a8c4-f5dc-419e-b162-39d30cfa5df3_20250603T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and initial [PII]'s name is [PII], and I'm calling from provider's office to check on applying status. Could you please, uh.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Hey, the callback number is [PII] data plan.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And the patient name was [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] And policy ID um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02353122 as in Mike and last in number 8.
[AGENT][POSITIVE] OK, thank you so much. Let me look up that policy.
[AGENT][NEUTRAL] OK, and then may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The date of Selma is [PII] for the birth of.
[CUSTOMER][NEUTRAL] $2,226 even email.
[AGENT][NEUTRAL] OK, and let me make sure I've got the date of service correct. Is that [PII]?
[CUSTOMER][NEUTRAL] No, it's uh do you have [PII]? It's [PII].
[AGENT][NEUTRAL] Thank you. And then what are the charges after the primary insurance paid their parts?
[CUSTOMER][NEGATIVE] It sounds to still down.
[AGENT][NEUTRAL] $50 and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] It's so you can adapt to and.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me.
[AGENT][NEUTRAL] Looking on data service of [PII], I do not find a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, may I know the policy for 2 day and date?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] The effective date of the policy is [PII] and the policy is still active and current.
[CUSTOMER][NEUTRAL] Uh, may I know the mailing address?
[AGENT][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And may I also know the pay ID and timely funding limit.
[AGENT][NEUTRAL] The payer ID number is 60801.
[AGENT][NEGATIVE] And we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] And male and no dog.
[CUSTOMER][NEUTRAL] Call the insurance number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a wonderful day.
[AGENT][POSITIVE] Very well.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed one and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye, ma'am.