AccountId: 011433970860
ContactId: 76369754-724e-4b9e-a2ad-35c1b9221196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162339 ms
Total Talk Time (AGENT): 81352 ms
Total Talk Time (CUSTOMER): 84596 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/76369754-724e-4b9e-a2ad-35c1b9221196_20250217T16:49_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is um calling from provider office. And I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 01867051 M for Mary, L for Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. What is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] The service is [PII] with the charge amount of $37,280.
[AGENT][POSITIVE] Thank you very much. It looks like you're
[AGENT][NEUTRAL] Claim number is 35. Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] I'm looking m uh go ahead, go ahead, sorry.
[AGENT][NEUTRAL] Uh, well, I do have a claim for that period of time. Um, have you already received a copy of the claim, or?
[CUSTOMER][NEGATIVE] No, we don't receive.
[AGENT][NEUTRAL] OK, it looks like the claim number is 35.
[AGENT][NEUTRAL] 49409.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like we received that claim, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the [PII] and processed it on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, the
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Policy pays up to $500.
[AGENT][NEUTRAL] For calendar year for this type of service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so, uh, it's, that's the maximum that it will pay per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, anything above, that's, uh, that's our contractual obligation. Anything above and beyond that would be something you'd want to talk to the patient about.
[CUSTOMER][NEUTRAL] And uh mhm and could you send me the UB on fax?
[AGENT][NEUTRAL] Um, but that is what we paid for that.
[AGENT][NEUTRAL] Yes, and what is the fax number that I can send this to?
[CUSTOMER][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Uh [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can send that to you. Is there anything else I can look up for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. Yeah, could you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we're gonna use that in today's date as our reference?
[CUSTOMER][POSITIVE] OK. OK. Thank you so much, indeed. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well thank you for contacting API have a good.