AccountId: 011433970860
ContactId: 68207d4d-37cd-428f-9169-be1d8b8be60c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266720 ms
Total Talk Time (AGENT): 51680 ms
Total Talk Time (CUSTOMER): 86019 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/68207d4d-37cd-428f-9169-be1d8b8be60c_20250410T14:40_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] calling on behalf of provider office. How do you do?
[AGENT][NEUTRAL] I'm sorry, can you repeat that for me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you repeat that for me please?
[CUSTOMER][NEUTRAL] Yes, hi. This is [PII] calling on behalf of provider office. How do you do?
[AGENT][POSITIVE] Oh, I'm good. How are you [PII]?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] OK, and how can I assist?
[CUSTOMER][NEUTRAL] I want to know the
[CUSTOMER][NEUTRAL] I want to know the claim status, [PII].
[AGENT][POSITIVE] I'd be happy to assist with claim status if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's 307.
[CUSTOMER][NEUTRAL] 248-468-5.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02492690.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII] is the first name. It's [PII] last [PII] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and what is the date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the bill amount is $216 even.
[AGENT][NEUTRAL] And what is your tax ID?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Thank you for that information, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So it looks like um.
[AGENT][NEUTRAL] This payment was made to the insured.
[CUSTOMER][NEUTRAL] Payment was made to?
[AGENT][NEUTRAL] To the insured.
[CUSTOMER][NEUTRAL] Sorry, I can't understand.
[AGENT][NEUTRAL] Um, the, the claim was processed and payment was made to the insured.
[CUSTOMER][NEUTRAL] Ensure
[AGENT][NEUTRAL] The member, the patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then we need to contact the patient, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] For the payment.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] You my.
[CUSTOMER][NEUTRAL] And the claim number is 3562058, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and allowed and paid $50.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, thank you. Thank you, [PII]. Can you provide me the reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Nothing. Thank you. Thank you for your information. Have a good day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL have a good day.