AccountId: 011433970860
ContactId: 82a06b74-1bd4-44e8-bc10-5cdcc163376b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172309 ms
Total Talk Time (AGENT): 68253 ms
Total Talk Time (CUSTOMER): 51948 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/82a06b74-1bd4-44e8-bc10-5cdcc163376b_20250416T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on the general claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. Thank you for asking. Could you please spell your name?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And I can help you with the claim status. Can you please spell your name for me?
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] OK, and then what is your callback number, [PII], just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you sir and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] A patient name is [PII], and the date of birth is [PII] and the member ID number is 02545403.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, and then what's the date of service for [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The data services
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and then what was the charge amount?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The charge amount
[CUSTOMER][NEUTRAL] $5.06.
[AGENT][NEUTRAL] $1,558.06?
[CUSTOMER][NEUTRAL] No, $555.06.
[AGENT][NEGATIVE] 55506. Your microphone is too close to your mouth, so it's breathing a lot of air and it's hard for me to hear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it's a.
[AGENT][NEUTRAL] OK, and that was $555.06 is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Sorry, could you please repeat it again? I can't able to hear you.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?