AccountId: 011433970860
ContactId: 7868397f-287c-432b-89da-8e1073d2b18e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191110 ms
Total Talk Time (AGENT): 64138 ms
Total Talk Time (CUSTOMER): 51560 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7868397f-287c-432b-89da-8e1073d2b18e_20250404T12:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Memorial Healthcare, and I'm calling about the status of a claim that we submitted.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEGATIVE] Friday and I'm about to go get fired up.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02230098
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] In his date of birth
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What data of service was it for?
[CUSTOMER][NEUTRAL] 11:26 to 24.
[AGENT][NEUTRAL] OK, what was one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] 99213.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] He had a COVID test, influenza test, and office visit.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, we paid $138.30 on that claim.
[CUSTOMER][NEUTRAL] And where was that paid to?
[AGENT][NEUTRAL] Hold on just a moment, I can give you the address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a check number that I can reference?
[AGENT][NEUTRAL] 2021962.
[CUSTOMER][NEUTRAL] And do you know the total amount of the check?
[AGENT][NEUTRAL] 13,830.
[CUSTOMER][POSITIVE] OK, so it's just for that one. OK, alright, I will have our posting team dig into that. Thank you so much. What was your name again?
[AGENT][NEUTRAL] My name is [PII] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right thank you [PII].
[CUSTOMER][POSITIVE] No, you have a great Friday.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye-bye.