AccountId: 011433970860
ContactId: 88749933-4911-4bb4-8ee4-f10bae15de4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166279 ms
Total Talk Time (AGENT): 82326 ms
Total Talk Time (CUSTOMER): 44199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/88749933-4911-4bb4-8ee4-f10bae15de4a_20250211T18:01_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]. I am calling to check on the status of a claim for a patient.
[AGENT][POSITIVE] All right. I'm happy to check on a claim today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] OK, it is 02546650.
[AGENT][NEUTRAL] Alright, let me pull that up and if you don't mind, can I grab your first name?
[CUSTOMER][POSITIVE] Oh, I'm so sorry. Yes, it's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK and then what's the data service we're looking for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] And do we have a bill amount?
[CUSTOMER][NEUTRAL] $814
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like we did receive a claim, um, it looks like a benefit payment was sent in the amount of $500.
[CUSTOMER][NEUTRAL] OK. Did it, did it go to the office or to the patient?
[AGENT][NEUTRAL] Uh, looks like it was paid to the provider, so let me pull it up here and I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, was sent to [PII] at [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct, thank you. Do you know what day it was sent on?
[AGENT][NEUTRAL] Uh, let's see one moment.
[AGENT][NEUTRAL] Claim was processed on [PII], so check would have been mailed uh shortly after that, so probably on Thursday or Friday of last week.
[CUSTOMER][NEUTRAL] Last week, OK, no problem. Thanks, [PII]. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. That's gonna be my name with my last initial then today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thanks. You have a great rest of your week.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.