AccountId: 011433970860
ContactId: 81b5e631-d7a3-4319-bd5c-b554111732c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100959 ms
Total Talk Time (AGENT): 27283 ms
Total Talk Time (CUSTOMER): 54786 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/81b5e631-d7a3-4319-bd5c-b554111732c7_20250523T20:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. This is [PII]. I'm calling from providers office to check the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is going to be 025.
[CUSTOMER][NEUTRAL] 111.
[CUSTOMER][NEUTRAL] 79 M as in Mike. L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and the patients, well, I'm sorry, what was the callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, data service, amount of the charge.
[CUSTOMER][NEUTRAL] Uh, [PII], the total charges is $43,891.42.
[AGENT][NEUTRAL] OK, and what was the balance after primary process the claim?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was the balance after the primary insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] One moment. Let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um