AccountId: 011433970860
ContactId: 7c5602a6-a2e3-489c-9686-9d4e76a100a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286079 ms
Total Talk Time (AGENT): 52916 ms
Total Talk Time (CUSTOMER): 57096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7c5602a6-a2e3-489c-9686-9d4e76a100a4_20250617T15:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Is calling from Jupiter Medical Center for a recorded line and would like to check claim status, please.
[AGENT][NEUTRAL] OK, yes I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. That's [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is 021-79831 M for [PII], L for Lima, and the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, [PII] for 1 $2270 even.
[AGENT][NEUTRAL] OK, um, looks like we received it 3 times. Let me find which one's right.
[AGENT][NEUTRAL] Uh, it looks like we received the claim and it was already processed and paid to the patient.
[CUSTOMER][NEUTRAL] All right. Can you give me further information? You said it was already paid to the patient.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] The patient submitted the claim along with some other claims and we made a payment to them on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was for
[CUSTOMER][NEUTRAL] All right. What's the claim number?
[AGENT][NEUTRAL] 3451863.
[CUSTOMER][NEUTRAL] How much did you pay?
[AGENT][NEUTRAL] It looks like we paid 1594 54.
[CUSTOMER][NEUTRAL] For this claim only, how much was the, the allowed amount?
[AGENT][NEUTRAL] There's no allowed amount. This is a secondary policy.
[AGENT][NEUTRAL] So it just pays out according to the policy?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right then. So you already made the payment to the patient. All right. May I have your name and our call reference, please?
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name, [PII], and references my name in today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] OK. Thank you for calling APL. You too. Bye-bye.