AccountId: 011433970860
ContactId: 706438b3-5507-4506-8d2c-dea240a6d4e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281010 ms
Total Talk Time (AGENT): 105410 ms
Total Talk Time (CUSTOMER): 85029 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/706438b3-5507-4506-8d2c-dea240a6d4e3_20250317T16:07_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling in regards to the claim status. I didn't catch your name. What was it? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] spelled [PII] Last initial is [PII], callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 242-729-7.
[CUSTOMER][NEUTRAL] 1 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think I got too many numbers. Um, can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Let me, let me see if I got the insurance card. I'm gonna read it from the card.
[CUSTOMER][NEUTRAL] OK. On the card, they have
[CUSTOMER][NEUTRAL] Oh God, they have a lot of numbers on it.
[CUSTOMER][NEUTRAL] 2, I'm sorry, 02472971.
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you. All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. You say you need claim status. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] The bill amount is.
[CUSTOMER][NEUTRAL] $2,234.35.
[AGENT][NEUTRAL] Thank you. Let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me check this be one moment.
[AGENT][NEUTRAL] OK, so it is this one. All right, so we processed this claim on [PII].
[AGENT][NEUTRAL] And it looks like we send a benefit amount of $112.02. It looks like with the payment of that check, the maximum benefit has been exhausted for the calendar year.
[CUSTOMER][NEUTRAL] OK. So, uh, um,
[CUSTOMER][NEUTRAL] We don't have the the remit yet. It's the [PII].
[AGENT][NEUTRAL] Mhm. It should be on the way.
[CUSTOMER][NEUTRAL] OK, but it didn't pay anything on the claim, right?
[AGENT][NEUTRAL] It did. It paid $112.02.
[CUSTOMER][NEUTRAL] 0 $112.02. OK. Can I get the claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the claim number is 357.
[AGENT][NEUTRAL] 555 4.
[CUSTOMER][NEUTRAL] All right, and a reference number.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That was
[AGENT][POSITIVE] Yeah, OK, thank you for calling APO. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Thank you. No.