AccountId: 011433970860
ContactId: 6ef70364-2595-46be-bc73-6570d21beba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225369 ms
Total Talk Time (AGENT): 71276 ms
Total Talk Time (CUSTOMER): 53001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6ef70364-2595-46be-bc73-6570d21beba7_20250307T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm looking for a claim status. Could you assist me with that?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the last name initial is [PII]. And the callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 01912266 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, thank you, Nay, the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yes, the service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $34,495.76.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] And it paid out for 3000.
[AGENT][NEUTRAL] $471.88.
[AGENT][NEUTRAL] The check number is.
[AGENT][NEUTRAL] 203-0666
[AGENT][NEUTRAL] And the claim number is?
[AGENT][NEUTRAL] 3569894.
[CUSTOMER][POSITIVE] Thank you so much. And may I know check was cash or not?
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][POSITIVE] No, I'm showing that it's still outstanding.
[CUSTOMER][POSITIVE] Thank you so much. I got that. And may I know if it the single check or bulk check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] May I get the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] like [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Alright, thank you so much for your time and assistance and
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.