AccountId: 011433970860
ContactId: 948704e4-c98a-422c-8b29-dbb7cfe85d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213410 ms
Total Talk Time (AGENT): 44589 ms
Total Talk Time (CUSTOMER): 83367 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/948704e4-c98a-422c-8b29-dbb7cfe85d31_20250502T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on Pros office to check on our client status.
[AGENT][NEUTRAL] Hey, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Green is green. I don't pink I don't sometimes black.
[AGENT][NEUTRAL] The number of the patient?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] of the
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 7989.
[CUSTOMER][NEUTRAL] 3 M as in Mike. L as in Lima, 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII] and the patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] yeah
[AGENT][NEUTRAL] The date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is 14 $14,368 even.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Looks like the claim was received 11-12-2024.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Process 1114 2024.
[CUSTOMER][NEUTRAL] Wait, may I have your name please?
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] May I have your name, please? May I have your name, please?
[AGENT][NEUTRAL] My name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the receipt date?
[AGENT][NEUTRAL] It is 11 12-2024.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Process on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I have the claim number?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 353-0245
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You need the status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Like we need explanation of from the primary benefits insurance carrier explanation benefits from the primary insurance.
[CUSTOMER][NEUTRAL] I forget the number of the city.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. May I have the copy of your with the fax? I have the fax number.
[AGENT][NEUTRAL] OK, what's your facts?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] OK. May I have the call reference number?
[AGENT][NEUTRAL] My name's [PII], and today's date.