AccountId: 011433970860
ContactId: 97f7753b-4cb3-4a72-a572-c7d217e58884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171080 ms
Total Talk Time (AGENT): 61953 ms
Total Talk Time (CUSTOMER): 64464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/97f7753b-4cb3-4a72-a572-c7d217e58884_20250408T12:54_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the provider office and I just needed some assistance with the patient's medical claim.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02592877.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now do you have the claim number or is this your initial status?
[CUSTOMER][NEUTRAL] Initial status.
[AGENT][NEUTRAL] OK, can you provide the data service in charge for me?
[CUSTOMER][NEUTRAL] [PII] $259.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so I'm showing a benefit of $50 was paid on [PII].
[AGENT][NEUTRAL] Um, under claim number 358.
[AGENT][NEUTRAL] 3552.
[AGENT][NEUTRAL] And check number?
[AGENT][NEUTRAL] It's 203.
[AGENT][NEUTRAL] 6411.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that paid $50. Was there any patient responsibility?
[AGENT][NEUTRAL] So 50 is the maximum per visit.
[AGENT][NEUTRAL] And we do not determine patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that a single payment?
[AGENT][NEUTRAL] It is, it's an individual check, mhm.
[CUSTOMER][NEUTRAL] Like a single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that being sent or was sent to um Cook Children's physician Network at [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you tell me when that claim was received if you have that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] And then that paid [PII], just a reference number for the call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that should be all I need for now. OK, thank you for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL uh huh bye bye.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.