AccountId: 011433970860
ContactId: 9c38423e-1f96-49a5-981f-210dff4221f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328579 ms
Total Talk Time (AGENT): 102899 ms
Total Talk Time (CUSTOMER): 138235 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9c38423e-1f96-49a5-981f-210dff4221f6_20250108T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm here for the same status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Wait a minute. Patient name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry. Your patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 202446-6533.
[CUSTOMER][NEUTRAL] Uh, can you please repeat your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, that policy number is too long to be [PII]'s number.
[AGENT][NEUTRAL] Can you spell um his last name for me, please?
[CUSTOMER][NEUTRAL] I be.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, let me look him up with his name.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, what kind of claim is this? Is it medical claim?
[CUSTOMER][NEUTRAL] Uh, actually, it is, yeah, it's a medical claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can you give me, um.
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII] and the amount is $325.03 to $5 even.
[AGENT][NEUTRAL] The data service.
[AGENT][NEUTRAL] OK, thank you. And then what is the uh the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, just a minute. Let me check.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It's $69.60.
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fema Heart and physicians.
[CUSTOMER][NEGATIVE] It's PIMA.
[AGENT][NEUTRAL] Tima, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. I'm still trying to find his policy. I don't, so far have not been able to find.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, [PII] with that date of birth. I'm still looking, so it's gonna be just a second while I try to pull in the insured's policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] What do you tell me.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] OK, I'm unable to find the [PII].
[AGENT][NEUTRAL] With that date of birth in our system, do you have a social security number?
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEGATIVE] Yeah, actually, no.
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna.
[CUSTOMER][NEUTRAL] Let.
[CUSTOMER][NEUTRAL] we have uh packages uh.
[CUSTOMER][NEUTRAL] I don't know if they do because I just I just I just.
[AGENT][NEGATIVE] Yeah, I'm unable to find it with the policy number that you gave me. I'm unable to find him with the spelling of the name and the date of birth.
[CUSTOMER][NEUTRAL] It's the.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEGATIVE] I cannot find the insured.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. I'm sorry, [PII], I tried.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] It's OK. Thank you for helping me. Have a good day. Bye.
[AGENT][POSITIVE] You too have a great day and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Um