AccountId: 011433970860
ContactId: 6922157c-da75-4fb3-a31a-b1803628b4f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460320 ms
Total Talk Time (AGENT): 98186 ms
Total Talk Time (CUSTOMER): 63896 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6922157c-da75-4fb3-a31a-b1803628b4f4_20250123T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Very good afternoon. This is [PII]. Can you please help me on the current status?
[AGENT][NEUTRAL] Uh, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, so, uh, 1618085.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII] is.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It was for [PII].
[CUSTOMER][NEUTRAL] They waited for $520 and even.
[AGENT][NEUTRAL] $530 even?
[CUSTOMER][NEUTRAL] 520.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right, let me see if I can find this claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we we process. Let me see.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the EOB.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like we processed uh the claim on [PII] and we send a benefit amount of $85 to the provider.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry, how much for how much it was paid for?
[AGENT][NEUTRAL] $85.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]. Correct.
[CUSTOMER][NEUTRAL] May I know how it was paid?
[AGENT][NEUTRAL] It's a paper check, a single check?
[CUSTOMER][NEUTRAL] Got it. What was the pay check number?
[AGENT][NEUTRAL] The check number is 2018067.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you have the clear date?
[AGENT][NEUTRAL] I can check and see if it's cleared. Um, bear with me. I have to put this in the system. Do you mind holding for me?
[CUSTOMER][NEUTRAL] You know.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, it looks like the check cleared on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it uh
[CUSTOMER][NEUTRAL] Can you please help me the card number there?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Uh, car reference number.
[AGENT][NEUTRAL] Oh, we don't have reference numbers. You can use my name in the estate if you will.
[CUSTOMER][NEUTRAL] I'm sorry, I forgot your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Have a good day. Take care.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.