AccountId: 011433970860
ContactId: 91c05580-3512-4416-8319-c4523424f8a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205660 ms
Total Talk Time (AGENT): 73301 ms
Total Talk Time (CUSTOMER): 76670 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/91c05580-3512-4416-8319-c4523424f8a0_20250618T16:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I need to, um, see if you have.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] Oh, can you hear me now?
[AGENT][NEUTRAL] Yes, could you repeat yourself?
[CUSTOMER][NEUTRAL] Hello, is it better?
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I need to confirm whether or not a payment was made on a claim of mine.
[AGENT][NEUTRAL] Do I have a policy number on you?
[CUSTOMER][NEUTRAL] Um, sure, it is uh 01069881.
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Sure, uh, [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and what is that callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh, let me give you my, it's my office direct line [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a date of service on you that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Um, the, the date of service was [PII].
[AGENT][NEUTRAL] Is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is it for the facility charge?
[CUSTOMER][NEUTRAL] For what?
[AGENT][NEUTRAL] A facility charge?
[CUSTOMER][NEUTRAL] Uh, yes, it was, um, for a procedure I had done on my hand, so it was the facility.
[CUSTOMER][NEUTRAL] Um, yes, Boraton Regional.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So it looks like there was a payment of $500 made on this claim.
[AGENT][NEUTRAL] The total bill amount was.
[CUSTOMER][NEUTRAL] OK, when
[AGENT][NEUTRAL] There, the total bill amount is $9,014. However, what went towards your deductible co-pay and co-insurance was $4680.97.
[AGENT][NEUTRAL] And we made a payment of $500.
[CUSTOMER][NEUTRAL] OK, and when was that payment made?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm this payment was made [PII]. Would you like the check number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is 202-4808. It's 2024808.
[CUSTOMER][POSITIVE] Got it. OK, all right, very good, thank you very much this is helpful.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. So you. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.