AccountId: 011433970860
ContactId: 90d5f3d4-737f-49a1-bcb9-d6b81011e2ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238050 ms
Total Talk Time (AGENT): 91335 ms
Total Talk Time (CUSTOMER): 90339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/90d5f3d4-737f-49a1-bcb9-d6b81011e2ab_20250113T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office to check on claims. Uh, can you spell your name, please?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And spell your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you pronounce your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and the first initial of your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] That is 02450260.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Extension is [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, but before we proceed, I would like to inform you that this call is being recorded for training and quality purpose. So are you OK with it?
[AGENT][NEUTRAL] OK. That's fine. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what's the date of service and the total charge, [PII] I can assist.
[CUSTOMER][NEUTRAL] [PII], total charge is $269 even. Uh yes, right.
[AGENT][NEUTRAL] 269.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] For a general claim status.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] So I do show that the claim was received [PII] and processed on [PII].
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing that a payment of $25 was made.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And that is the maximum benefit.
[CUSTOMER][NEUTRAL] And it is
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK. Uh, because primary insurance has been processed $55 towards special responsibility.
[AGENT][NEUTRAL] But under this policy, the maximum benefit, uh, for this service is $25 a visit.
[CUSTOMER][NEUTRAL] And you guys.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Only $25.
[AGENT][NEUTRAL] Did you need that?
[AGENT][NEUTRAL] Mhm. Did you need the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, I do have policy number. May I know the plan name?
[AGENT][NEUTRAL] I meant the claim number. It's a Metlink policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yeah, I do need the claim number.
[AGENT][NEUTRAL] That number is 354.
[AGENT][NEUTRAL] 3599.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][NEUTRAL] Um, no, just a call reference number.
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as your reference, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] So I know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK then, thank you so much have a great day.
[AGENT][POSITIVE] Right, you're welcome. Thanks for calling APL [PII]. Have a good day as well.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.