AccountId: 011433970860
ContactId: 71b9e5a1-c76e-4b9c-9ee6-adb38bc15946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228630 ms
Total Talk Time (AGENT): 55931 ms
Total Talk Time (CUSTOMER): 76620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/71b9e5a1-c76e-4b9c-9ee6-adb38bc15946_20250423T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII]. I'm calling from provider's office. I'm checking on the claims.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, do you have the uh good callback number?
[CUSTOMER][NEUTRAL] Yes, sir. [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's um 023371-13 M like Mike L Lima number 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's um 18.
[CUSTOMER][NEUTRAL] Siron [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And data service and build them out.
[CUSTOMER][NEUTRAL] Yes so the 9 of $24 and the bill amount, $3,045 even.
[AGENT][NEUTRAL] You say 29 of 2024?
[CUSTOMER][NEUTRAL] No, no, it's 10 9 of 24.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And uh I'm sorry, build them out was?
[CUSTOMER][NEUTRAL] Um, just a sec, so 3045.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] About.
[AGENT][NEUTRAL] Uh, it looks like we received it 127-2025. Pro 128 2025.
[AGENT][NEUTRAL] And the outpatient benefit for the calendar year was met, dollar amount was met.
[CUSTOMER][NEUTRAL] It's for calendar. So what is the maximum dollar amount?
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] That's 1000.
[CUSTOMER][NEUTRAL] OK. Do you have information when did the last bandwi was exhausted?
[AGENT][NEUTRAL] Uh, no, I can just give you a bit of claim status on what you're asking about.
[CUSTOMER][NEUTRAL] OK. Is it possible to fax me a copy of your?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Yes. Uh [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, no, can you spell your name for me?
[AGENT][NEUTRAL] Um it's [PII], it's [PII] First initial to last name, [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK. And when I can expect the OB?
[AGENT][NEUTRAL] Uh, just give it about 2 minutes and you should receive it.
[CUSTOMER][NEUTRAL] OK, thank you. And uh do you have any call reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] Alright, thank you. Have a great day. Goodbye.
[AGENT][POSITIVE] Thank you for calling APL you as well.