AccountId: 011433970860
ContactId: 613d56b5-0153-497d-aa22-257a5e686329
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312299 ms
Total Talk Time (AGENT): 105926 ms
Total Talk Time (CUSTOMER): 97395 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/613d56b5-0153-497d-aa22-257a5e686329_20250318T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. Last name is I'm from my calling on behalf of provider's office to check the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check claim status today. What's the policy number?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 862
[CUSTOMER][NEUTRAL] 14
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] Alright thank you and let me repeat this policy number, is it 022.
[AGENT][NEUTRAL] 862-014.
[CUSTOMER][NEUTRAL] No, no. It's uh 86214.
[AGENT][POSITIVE] 214. OK, thank you.
[AGENT][NEUTRAL] And then what's the date of service?
[CUSTOMER][NEUTRAL] [PII] with the charge amount of $1,692 even that is $1692.
[AGENT][POSITIVE] All right. Thank you. One moment.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yeah, uh, after the primary, it's 1318 and 90 cents.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 1318 and 90 cents.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So we did receive a claim for the state of service, claim was received on [PII].
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $303.73. Claim was processed on [PII].
[CUSTOMER][NEUTRAL] Uh, I have paid on $3,373 right?
[AGENT][NEUTRAL] The paid amount was $303.73.
[CUSTOMER][NEUTRAL] Yeah. OK. Can I get the check number?
[AGENT][NEUTRAL] It was a single check and the check number is 203.
[AGENT][NEUTRAL] 2780.
[CUSTOMER][NEUTRAL] 2780. 2,032,780. And uh it's a single check or bulk check?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] And can I get the claim number?
[AGENT][NEUTRAL] Claim number is 357.
[AGENT][NEUTRAL] 5609.
[CUSTOMER][NEUTRAL] 357-560-9
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh we didn't, we didn't receive the UV. Can you please send the UV through fax?
[AGENT][NEUTRAL] Mhm, yeah, what's a good fax number?
[CUSTOMER][NEUTRAL] It's 833.
[CUSTOMER][NEUTRAL] [PII]. I will repeat that. 833642-0426. Attention to my name, [PII].
[AGENT][NEUTRAL] OK, [PII], so I'm sending that now [PII] should be there in about 5 minutes.
[CUSTOMER][NEUTRAL] Yeah, uh, can I get the call reference number?
[AGENT][NEUTRAL] I references my name with my last initial than today's date. My name is [PII], that's [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK, sir. Uh, don't forget to attention to my name.
[AGENT][POSITIVE] Mhm, yep, attention to your name, absolutely.
[CUSTOMER][POSITIVE] Yeah. OK, sir. I think that's it from my end and thank you for assisting me.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.
[AGENT][NEUTRAL] Bye bye.