AccountId: 011433970860
ContactId: 77e98f5c-572a-4923-9ff2-154dfe630294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256339 ms
Total Talk Time (AGENT): 45424 ms
Total Talk Time (CUSTOMER): 80781 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/77e98f5c-572a-4923-9ff2-154dfe630294_20250616T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 02408940.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is [PII]. total charges $500 even.
[AGENT][NEUTRAL] It looks like we received the claim on [PII].
[AGENT][NEUTRAL] Process by [PII].
[AGENT][NEUTRAL] We made a payment of 38,330.
[CUSTOMER][NEUTRAL] Processed on the same date [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you help me with the payment details?
[AGENT][NEUTRAL] Uh single check [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Do you need the pay to address or?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's the correct one.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Uh, can you help me with the claim number?
[AGENT][NEUTRAL] My number is 36
[CUSTOMER][NEUTRAL] Also, can you help me with the paid date?
[AGENT][NEUTRAL] The date [PII].
[CUSTOMER][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you also help me if the check is cleared or not yet?
[AGENT][NEGATIVE] It's not cleared.
[CUSTOMER][NEUTRAL] Is it still an outstanding?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] How much time it will take?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, do you have any turnaround time?
[CUSTOMER][NEUTRAL] For this one?
[CUSTOMER][NEGATIVE] Because it's already been passed more than one month.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] And the check is still it still in outstanding.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello?