AccountId: 011433970860
ContactId: 79c92e43-32c6-4ad4-a1b0-7c3138f47e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211960 ms
Total Talk Time (AGENT): 87687 ms
Total Talk Time (CUSTOMER): 64759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/79c92e43-32c6-4ad4-a1b0-7c3138f47e2f_20250422T16:00_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] and I'm calling from provider's office. Actually, I want to just check up on the claim status, so could you please help me with it?
[AGENT][NEUTRAL] I can help you with the claim status. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just give me a second, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So the policy number is 02.
[CUSTOMER][NEUTRAL] 150,710.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh patient name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking that up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what date of service were you looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, it is [PII] [PII] and total charge on $167 even.
[AGENT][POSITIVE] $167. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] I'm not sure that I have a claim for that for that bill amount. Let me just check.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, I see it now, um, the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is 342.
[AGENT][NEUTRAL] 9515.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like we received that claim. Let's see.
[AGENT][NEUTRAL] On the [PII] and we processed it on the
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] I believe what we're looking for is a is a explanation of benefits but let me just check here really quickly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, oh, excuse me, I'm sorry. So the benefits were paid, but they went towards the, uh, towards the deductible. So this policy.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] As a deductible on it, that must be met, and that is um a deductible of $100. So we received your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, but the benefits for it went towards the deductible rather than being paid to the, uh, to the provider.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please provide me the reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else that I may help with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, just, uh, no, thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting AT. Have a good day.