AccountId: 011433970860
ContactId: 5ccc387f-f9c4-41f3-a4dc-50a38f7ee8e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272839 ms
Total Talk Time (AGENT): 73893 ms
Total Talk Time (CUSTOMER): 128395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5ccc387f-f9c4-41f3-a4dc-50a38f7ee8e2_20250207T19:51_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]. I'm calling from provider's office. I'm here to know the status of the claim.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII].
[AGENT][NEUTRAL] OK, and how do you pronounce your first name? Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. And um could you please spell it out your name for me as well?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Oh, OK, thank you so much.
[AGENT][NEUTRAL] Uh-huh. What's the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is D as in Delta 437.
[CUSTOMER][NEUTRAL] 29713.
[AGENT][NEUTRAL] And do you have a copy of the ID card? The APL number will begin with a 0.
[CUSTOMER][NEUTRAL] No, I don't have the policy number available.
[AGENT][NEUTRAL] Spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII]. I'll spell it out for you the last name. It's [PII].
[AGENT][NEUTRAL] And the first name spelling?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what state does this patient reside?
[CUSTOMER][NEUTRAL] Uh, the patient's, uh, date of service was, is, um, let me just check, give me a minute please, it's [PII].
[AGENT][NEUTRAL] Where does the patient, patient live?
[AGENT][NEUTRAL] Where does the patient live? What state?
[CUSTOMER][NEUTRAL] Oh, straight, OK, just give me a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the total charge?
[CUSTOMER][NEUTRAL] The total charge amount is $3370 even.
[AGENT][NEUTRAL] And what is the date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. I call for that information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Show the claim was received [PII], Pro [PII].
[AGENT][NEUTRAL] Uh, there was no payment made, um, on this claim.
[AGENT][NEUTRAL] And that means that reason is because the maximum benefit for this date of service had already been met.
[CUSTOMER][NEUTRAL] Uh, is that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, on the same date? The benefits are met on the same date or different?
[AGENT][NEUTRAL] For the same date of service.
[CUSTOMER][NEUTRAL] OK. Uh, could you please provide me the claim number in which the
[AGENT][POSITIVE] What's a good
[AGENT][NEUTRAL] Sure, could you give me your callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 341.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 7741.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. OK, the same night for the maximum benefit.
[AGENT][NEUTRAL] Any other questions?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No thank you and.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much. Thank you for this information. What's the reference number for our call, please?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too have a great weekend as well.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.