AccountId: 011433970860
ContactId: 58a128e7-f8f2-48ac-939a-d6cf0881287d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228779 ms
Total Talk Time (AGENT): 67519 ms
Total Talk Time (CUSTOMER): 74267 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/58a128e7-f8f2-48ac-939a-d6cf0881287d_20250128T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. This is [PII] calling from provider service.
[AGENT][NEUTRAL] And how can I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah. Uh, I need to check one claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status and in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Uh yes. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, D for Delta, 43730454.
[AGENT][NEUTRAL] That wouldn't be the policy number if you have a copy of their insurance card, it will be listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] Uh, it's 0247727.
[AGENT][NEUTRAL] Thank you, and that was 0247727?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEGATIVE] I'm not having anything come up with that number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, this plan is a 90-degree benefits plan.
[AGENT][NEUTRAL] The, the
[AGENT][NEUTRAL] Do you have the patient's social?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And that's [PII]?
[AGENT][NEUTRAL] In the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the bill amount?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] The total bill amount is $155 even.
[AGENT][NEUTRAL] Thank you. So it's for data service sub Sepion of 12 $24 for $155.
[CUSTOMER][NEUTRAL] No, $155.
[AGENT][NEUTRAL] For $155.
[CUSTOMER][NEUTRAL] $155.
[AGENT][NEUTRAL] Yes, that's $155.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I am not showing a claim on the file for data service of [PII].
[CUSTOMER][NEUTRAL] Mm, shall I provide the claim number?
[AGENT][NEUTRAL] Sure, what's the claim number?
[CUSTOMER][NEUTRAL] 202411260062.
[AGENT][NEUTRAL] OK, that wouldn't be our claim number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] OK. So thank you very much for that information. And can I get a call reference number?
[AGENT][NEUTRAL] You're welcome. Is there anything else I can assist you with? It'll be just my name and that's [PII]
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] So, thank you very much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL bye.