AccountId: 011433970860
ContactId: 5b3824e3-abf0-46d0-b097-79973fe6af64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249940 ms
Total Talk Time (AGENT): 81756 ms
Total Talk Time (CUSTOMER): 115980 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5b3824e3-abf0-46d0-b097-79973fe6af64_20250213T16:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII] calling from provider's office. How are you?
[AGENT][NEUTRAL] I'm good. What's your name, sir?
[CUSTOMER][POSITIVE] I'm good. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Center and you said.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, I have the policy number here as
[CUSTOMER][NEUTRAL] It's 0161.
[CUSTOMER][NEUTRAL] 1648
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] And what's a good phone number?
[CUSTOMER][NEUTRAL] And you spell the name is?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. My name is, mine is [PII]. Russian is just K as in Kilo.
[CUSTOMER][NEUTRAL] It's a patient's name is [PII]. Yes. K as in Kilo.
[AGENT][NEUTRAL] What's initial
[AGENT][NEUTRAL] I'm sorry, [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, and what's a good phone number in?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me one moment to pull up the file and then we can get the patient verified, OK?
[CUSTOMER][NEUTRAL] and then we can, OK. Sure.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And what's the
[CUSTOMER][NEUTRAL] official's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information, [PII].
[AGENT][NEUTRAL] And we're checking a claim status for what date of service?
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] 400.
[AGENT][NEUTRAL] What's the total build?
[CUSTOMER][NEUTRAL] What's the total bill? $400.
[AGENT][NEUTRAL] 400. OK, one moment.
[AGENT][NEUTRAL] OK, I do not show any claims, any 2024 claims on file for this patient.
[CUSTOMER][NEUTRAL] I do not show any claims, any 2024 claims on file.
[CUSTOMER][NEUTRAL] And uh could you please uh provide me the patients eligible.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry. Hold on one second. I'm looking under the incorrect family member. One moment.
[CUSTOMER][NEUTRAL] And I'm looking at.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, so I do not show date of service 10-1724 dollars for $400 for [PII].
[CUSTOMER][NEUTRAL] OK, so I do not know the service 10 172.
[CUSTOMER][NEUTRAL] $400 for [PII].
[AGENT][NEUTRAL] I don't show we've received that claim.
[CUSTOMER][NEUTRAL] I didn't and uh.
[CUSTOMER][NEUTRAL] The station is like since when?
[AGENT][NEUTRAL] Showing a policy effective date.
[CUSTOMER][NEUTRAL] Showing a policy effective date.
[AGENT][NEUTRAL] [PII] policy is active at this time.
[CUSTOMER][NEUTRAL] [PII] I.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] It's elective.
[CUSTOMER][NEUTRAL] And what is the family size?
[AGENT][NEUTRAL] To submit a claim, there's no timely filing limit?
[CUSTOMER][NEUTRAL] Submit a coin there's no
[AGENT][NEUTRAL] And Hunter, you can also check your claim online at [PII].
[CUSTOMER][NEUTRAL] And Hunter, you can also get a claim online.
[CUSTOMER][NEGATIVE] Stop
[CUSTOMER][NEUTRAL] Thank you. And I have the meeting address here as [PII]. Is this correct?
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII]. That is correct.
[CUSTOMER][POSITIVE] That is fine. Thank you. Thank you. Have a great day. So I'm done.
[AGENT][POSITIVE] Alright, if no other questions center, thank you for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Same to buy tickets.