AccountId: 011433970860
ContactId: 8ef98fed-69bf-45ad-97d9-931680eacdd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286000 ms
Total Talk Time (AGENT): 85558 ms
Total Talk Time (CUSTOMER): 194238 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/8ef98fed-69bf-45ad-97d9-931680eacdd6_20250224T18:55_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Provider. So hi, this is [PII] calling from provider's office which is well. Medical Center, Austin to check on the claim status. How was your day today?
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] I'm great thanks for asking how are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah good thanks for asking.
[CUSTOMER][NEUTRAL] before moving.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name, [PII] and a and a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and my initial is [PII]. And my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. My name is [PII], and today's date as a reference.
[CUSTOMER][NEUTRAL] And before moving on, can you spell in?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, thank you [PII].
[AGENT][NEUTRAL] Can I have the policy number of the member that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. The policy number is 02458526.
[AGENT][NEUTRAL] And what is the member's name and date of birth for [PII]?
[CUSTOMER][NEUTRAL] Member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Could you pronounce spell that member's name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. The first name is [PII]. And the last name is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And you're calling to check the status of what data service and I'll be able to assist you.
[CUSTOMER][NEUTRAL] The data service is uh [PII] for the build on $393.03.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEUTRAL] Mhm no.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] What was the bill amount?
[CUSTOMER][NEUTRAL] It's 393.03.
[AGENT][NEUTRAL] There was a payment of $216.17 made on this claim.
[AGENT][NEUTRAL] Would you like that check number?
[CUSTOMER][NEUTRAL] Mhm. Yeah. Yes, of course.
[AGENT][NEUTRAL] 202-4586. That's 2024586.
[CUSTOMER][POSITIVE] 2024586. Thank you.
[AGENT][NEUTRAL] Yes, this claim was received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], it was processed [PII].
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] And uh it's a single or bulk?
[AGENT][NEUTRAL] Single chick.
[CUSTOMER][POSITIVE] Thank you, it's still outstanding?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 147751
[CUSTOMER][NEUTRAL] Thank you and may I know the issue date?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] This check was processed on [PII].
[CUSTOMER][NEUTRAL] Thank you. And uh may I know the claim number please?
[AGENT][NEUTRAL] The claim number is 3555941.
[CUSTOMER][NEUTRAL] Sorry, it's 3555.
[AGENT][NEUTRAL] 355-5955
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ja.
[CUSTOMER][POSITIVE] OK. 955. Thank you.
[CUSTOMER][NEUTRAL] OK, thank you. So you, you said it was processed on [PII], right?
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can provide you with?
[CUSTOMER][NEUTRAL] Yeah, that's uh for today and your call reference number is your name and today's date is the call reference number, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you [PII]. You have an extremely helpful and I appreciate your assistance. You have a wonderful day ahead. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.