AccountId: 011433970860
ContactId: 7b5ccb68-8da4-404a-8624-7ec8391360e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187339 ms
Total Talk Time (AGENT): 85120 ms
Total Talk Time (CUSTOMER): 66741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7b5ccb68-8da4-404a-8624-7ec8391360e0_20250207T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to see if I can get claim status on a patient.
[AGENT][POSITIVE] Absolutely, [PII]. Happy to help. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] It is 1 2nd.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 662-05.
[AGENT][POSITIVE] Alright, thank you so much let me.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Pull this up.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the data service?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Yeah, and that's the billed amount of $327.
[AGENT][NEUTRAL] Alright, so it looks like we did receive this claim, um, [PII], it was received on [PII]. There was a benefit payment sent in the amount of $150.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 150 was sent, OK.
[AGENT][NEUTRAL] Yeah, and it looks like that was the calendar year maximum for this benefit so there was nothing else additional payable on the claim that's why it was that amount.
[CUSTOMER][NEUTRAL] OK, so Max paid. OK, what um is the claim number please?
[AGENT][NEUTRAL] Uh, that claim number is gonna be 355-6151.
[CUSTOMER][POSITIVE] OK, excellent, thank you. And then the $150 payment was it sent just February or what when did we sent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, it was sent, um, looks like it was issued [PII]. It was sent in a single paper check.
[CUSTOMER][NEUTRAL] Issued single check OK.
[CUSTOMER][NEUTRAL] check. OK, thank you, we'll wait, um, a little bit longer because I don't have that payment just yet. I appreciate the information. Um, if I could just get a reference number please.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and then today's date. My name again is [PII], which is [PII] My last initial is going to be [PII].
[CUSTOMER][NEUTRAL] And I'm so sorry, [PII], I should have asked earlier. Can I get the check number if you have it?
[AGENT][NEUTRAL] Yeah, absolutely, [PII] that check number is uh 202.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4696.
[CUSTOMER][POSITIVE] OK excellent, got it thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][NEUTRAL] Bye bye.