AccountId: 011433970860
ContactId: 94a2828f-bd87-46d7-a7fd-cab1257bd84d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190169 ms
Total Talk Time (AGENT): 78167 ms
Total Talk Time (CUSTOMER): 57672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/94a2828f-bd87-46d7-a7fd-cab1257bd84d_20250331T16:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I wanted to see if you could help me with what information is needed um to finish processing this claim.
[AGENT][NEUTRAL] OK, yeah, we can definitely check on a claim, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The ID number I have is D as in dog 47615725.
[AGENT][NEUTRAL] OK. Do you by chance have the claim number?
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][POSITIVE] OK, bear with me and I'll get this for you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, the claim number I have is
[CUSTOMER][NEUTRAL] 357-773-3
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I can get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the date of service was for [PII], correct?
[CUSTOMER][NEUTRAL] Let me make sure here.
[AGENT][NEUTRAL] That's what I show on this point, OK.
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] Alright, so I am showing we got this claim it looks like [PII]. It processed on the [PII], and there was a benefit payment sent to the provider in the amount of $50.
[CUSTOMER][NEUTRAL] Yeah, we did receive that payment.
[AGENT][NEUTRAL] It looks like that was the maximum benefit payable for the date of service, so there's nothing else additional on the claim that's payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I want to make sure then.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII], which is [PII] and the last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII], do you give call reference numbers?
[AGENT][NEUTRAL] Absolutely, [PII], that would be my name with my last initial and then you can just put today's date, which is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you looking at that with me.
[AGENT][POSITIVE] No problem. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.