AccountId: 011433970860
ContactId: 5de9d283-f64b-432e-81e3-1e87b3a42c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359049 ms
Total Talk Time (AGENT): 100794 ms
Total Talk Time (CUSTOMER): 90351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5de9d283-f64b-432e-81e3-1e87b3a42c12_20250612T16:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. My name is [PII]. I'm calling from doctor's office.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name initial [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that how you say it, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01653552.
[AGENT][NEUTRAL] Thank you [PII] so hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status or benefits.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 42221.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] And what's that procedure code?
[CUSTOMER][NEUTRAL] 99255.
[AGENT][NEUTRAL] And what is the bill charge?
[CUSTOMER][NEUTRAL] $495.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, we paid $67.06.
[CUSTOMER][NEUTRAL] On which date the claim was received?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 213
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 6425.
[CUSTOMER][NEUTRAL] And the process date?
[AGENT][NEUTRAL] 6625.
[CUSTOMER][NEUTRAL] Claim number
[AGENT][NEUTRAL] 361-021-3
[CUSTOMER][NEUTRAL] The amount is.
[CUSTOMER][NEUTRAL] 7.06.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and could you please provide the payment information?
[AGENT][NEUTRAL] Check number 204-8774.
[CUSTOMER][NEUTRAL] Check them out.
[AGENT][NEUTRAL] I just gave that to you, the 6706.
[CUSTOMER][NEUTRAL] And the check date.
[AGENT][NEUTRAL] I just gave that to you. 6625.
[CUSTOMER][NEUTRAL] Uh, OK, and what is the pay to address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you and may I have the EOB of this claim?
[AGENT][NEUTRAL] OK, I can fax it to you. What's the fax number?
[CUSTOMER][NEUTRAL] 3463884219.
[AGENT][NEUTRAL] OK, I'll fax it to you.
[CUSTOMER][NEUTRAL] And what is the turnaround time?
[AGENT][NEUTRAL] About 10 minutes.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much. May I have your name and the call reference number please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with? S as in [PII].
[CUSTOMER][NEUTRAL] Last name initial.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.