AccountId: 011433970860
ContactId: 9588b751-eefe-489e-8dc9-c5b10a45d51a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198279 ms
Total Talk Time (AGENT): 76110 ms
Total Talk Time (CUSTOMER): 43684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/9588b751-eefe-489e-8dc9-c5b10a45d51a_20250212T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I need to check status on a claim, please.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] I do. Uh, patient's policy number is 1075674.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you for that and then.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] Um, I'm sorry, the service is [PII].
[CUSTOMER][NEUTRAL] In the amount of $4,575.
[AGENT][POSITIVE] Thank you [PII], let me see what I can find here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have an amount um due after the primary paid by chance [PII]?
[CUSTOMER][NEUTRAL] $140.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for this on.
[AGENT][NEUTRAL] [PII], there was a benefit payment made in the amount of $140 sent to the provider.
[AGENT][NEUTRAL] And this was processed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, do you happen to have a claim number and a check number?
[AGENT][NEUTRAL] Yeah, absolutely. So the claim number for [PII] is going to be 3555.
[AGENT][NEUTRAL] 361.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the check number is 202.
[AGENT][NEUTRAL] 4289.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I really appreciate your help, um, and you have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too. Thanks for calling [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.