AccountId: 011433970860
ContactId: 65550580-21cb-4455-8421-f25e7afd0203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336670 ms
Total Talk Time (AGENT): 89771 ms
Total Talk Time (CUSTOMER): 69689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/65550580-21cb-4455-8421-f25e7afd0203_20250509T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Could you help me with the claim status?
[AGENT][NEUTRAL] [PII], I can help you with claim status. Can you please give me your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is going to be 02.
[CUSTOMER][NEUTRAL] 487-866.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] The charge amount is $341.10 and the data service is going to be
[CUSTOMER][NEUTRAL] 43 of [PII].
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Charge is going to be $92.04.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's uh Camden Medical Supply.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So I looked for the claim for date of service [PII] and I do not find a claim on file.
[AGENT][NEUTRAL] And I do need to give you a good policy number because the one that you gave me had um lapsed.
[AGENT][POSITIVE] So, when you're ready, I'll give you that good policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] It's 256-659-9.
[CUSTOMER][POSITIVE] Got it thanks so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Could you spell your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thanks so much story.
[CUSTOMER][NEUTRAL] Could you help me with a good callback uh reference? Yeah. Could you help me with the call reference, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, you, you can use.
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date.
[CUSTOMER][POSITIVE] Got it. Thanks so much, Joy. Thanks so much for helping me. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a great day too. Is that everything I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] OK, you have a good weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] That's not.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] You too. Bye-bye.