AccountId: 011433970860
ContactId: a18e9bc9-8b38-4bfd-9bbb-3aa0b03bcfe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189320 ms
Total Talk Time (AGENT): 65184 ms
Total Talk Time (CUSTOMER): 99979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a18e9bc9-8b38-4bfd-9bbb-3aa0b03bcfe3_20250515T16:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the provider's office. How are you doing today? I'm also doing good. Can you please spell out your name for me?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And could you spell your name?
[CUSTOMER][NEUTRAL] Yes, my name is spelled like [PII].
[AGENT][POSITIVE] Amen. Can I have a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Yes, the callback number is gonna be [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for a patient?
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] Can I have the policy number of the members?
[CUSTOMER][NEUTRAL] The policy number is gonna be 02473097M as in Mary L as in Lima 7.
[AGENT][NEUTRAL] Thank you, [PII]. Can I have that member's name and date of birth? And I'll be able to assist with the claim status.
[CUSTOMER][NEUTRAL] The member's name, yes, the member's name is [PII] and the date of birth for this patient is gonna be [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] It's gonna be [PII] with a total bill amount of $1,124. 55 cents.
[AGENT][POSITIVE] Thank you. 8494.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEGATIVE] Looks like there was no payment made on this claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I know the first claim received date?
[AGENT][NEUTRAL] And the reason why?
[AGENT][NEUTRAL] So the claim was received.
[CUSTOMER][NEUTRAL] you say
[AGENT][NEUTRAL] [PII], it was processed [PII].
[AGENT][NEUTRAL] And there was no there was no payment made on this claim because the benefits are only payable if the primary make a payment. So did the primary put some towards deductible, co-pay and co-insurance?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The claim received on [PII] and processed on [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the call reference number of today's call?
[AGENT][NEUTRAL] We don't provide reference numbers. You can use my name in today's date as a reference number. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK, no, thank you so much for giving the information. Have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Good