AccountId: 011433970860
ContactId: a022e9ee-891a-4116-8695-7bec0c8a9d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237690 ms
Total Talk Time (AGENT): 104092 ms
Total Talk Time (CUSTOMER): 58405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a022e9ee-891a-4116-8695-7bec0c8a9d09_20250617T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII].
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, um, my name is [PII]. I am calling with Med [PII] calling to get some help on a claim that
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] I can now, but we're going in and out.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh oh, I'm calling to get some help on a claim that was, um, we received a remittance for.
[AGENT][NEUTRAL] Can
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, [PII]. OK, I, I didn't hear you except your name.
[CUSTOMER][NEUTRAL] OK, um sorry, and I'm not sure what's going on. Can you hear me?
[AGENT][POSITIVE] I can now, yes.
[CUSTOMER][POSITIVE] And get some help on a claim.
[AGENT][NEUTRAL] OK, go ahead with that policy number [PII].
[CUSTOMER][NEUTRAL] That's 02619439.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone call number just in case we do get disconnected, [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] Alrighty, [PII]. Thank you so much. Now your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] Uh, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], looks like [PII] is a dependent on this hospitality plan, and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEGATIVE] Well, we received a remittance, but there is no payment so I what we're supposed, yes.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what data service is it from?
[CUSTOMER][NEUTRAL] Uh, the data service is for [PII].
[AGENT][NEUTRAL] All righty. Let's see. Is it for an office visit, Nikki, and a lab charge?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yeah, it looks like, hang on, let's see.
[AGENT][NEUTRAL] 21. Yeah, looks, it looks like we have received your claim, but this check, we're just letting you know that that we received your bill, but this check was paid to the insured.
[CUSTOMER][NEUTRAL] OK, so the payment went to the patient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] are the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, that's
[AGENT][NEUTRAL] Just letting you know that we paid the insured and how much we paid the insured, and that is the flat, the flat fee payment of $75 that we pay to the insured that uh, that's all the payment we're gonna make.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, do you have a call reference number?
[AGENT][NEUTRAL] No, we don't give call reference numbers, [PII], but you can use my name in today's date if you need to do so, and my name is [PII].
[CUSTOMER][NEUTRAL] OK, is that [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Help.
[AGENT][POSITIVE] Alrighty, [PII], you're so welcome and thanks for calling APU. Have a good day.