AccountId: 011433970860
ContactId: 81a184a0-fb13-4c47-a8ea-3c436e669ce8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325579 ms
Total Talk Time (AGENT): 109140 ms
Total Talk Time (CUSTOMER): 49192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/81a184a0-fb13-4c47-a8ea-3c436e669ce8_20250604T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], and I'm calling on behalf of CEP America for a claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with uh claim status, ma'am. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] 42897.
[CUSTOMER][NEUTRAL] And then that policy number is 02587781.
[AGENT][NEUTRAL] OK, let me pull up the policy real quick.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and you said you were calling from CMP American?
[CUSTOMER][NEUTRAL] CEP America.
[AGENT][NEUTRAL] CEP America. OK, thank you so much. I'm gonna put you on a brief hold while I look up this claim and I'll be right back with you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you Ms. [PII] for holding for me. So I do find a claim for your facility on that date of service of [PII]. It's not for the same amount that you gave me, but it's very close. Um, the charge amount on this claim was $1,693 for procedure 99291.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim number is 35.
[CUSTOMER][NEUTRAL] Yes, I see that here.
[AGENT][NEUTRAL] Yes ma'am, the claim number is 359-063-7.
[AGENT][NEUTRAL] The claim was paid $150.
[AGENT][NEUTRAL] With check number 2039661.
[AGENT][NEUTRAL] And let me see if there's any remarks.
[AGENT][NEUTRAL] With that check, the maximum benefit payable for that date of service was met.
[AGENT][NEUTRAL] And I do show that the check has been cleared. Um, let me look at the date for that for you.
[AGENT][NEUTRAL] It cleared on [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK wonderful thank you for your help, [PII]. I greatly appreciate it. I hope you have a wonderful rest of your day.
[AGENT][POSITIVE] Well, you have a wonderful day too, Ms. [PII], and thanks for calling APL. You take care, ma'am.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye bye