AccountId: 011433970860
ContactId: a2da1303-f6b8-47ab-9053-4ba55bcfdce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251600 ms
Total Talk Time (AGENT): 53248 ms
Total Talk Time (CUSTOMER): 137469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a2da1303-f6b8-47ab-9053-4ba55bcfdce3_20250625T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] speaking. I'm calling from provider office. I just want to check the status of claim. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing well thanks for asking. How do you spell your name?
[AGENT][NEUTRAL] It's [PII] Y.
[CUSTOMER][NEUTRAL] [PII] and the first initial last name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. First initial and last name, [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, go ahead. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, callback number is going to be [PII] and it's a direct line.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and um for claim status, what is the policy number for the patient?
[CUSTOMER][NEUTRAL] And the member ID is going to be 910113.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is going to be [PII].
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] And the date of service and bill charges.
[CUSTOMER][NEUTRAL] Uh, [PII] and the bill amount is $976.08.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the claim was received on.
[AGENT][NEUTRAL] 4 or 2 24 25.
[AGENT][NEUTRAL] Process 225, 25.
[CUSTOMER][NEUTRAL] May I have a claim number?
[AGENT][NEUTRAL] Number 3568038.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it looks like charges were applied to the policy deductible of 750.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 356-803-8.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Applied deductible.
[CUSTOMER][NEUTRAL] Mm just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, how much amount to apply deductible?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 23235.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, do me a favor. Could you just fax me the EOB?
[CUSTOMER][NEUTRAL] Uh, the fax number is going to be.
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] And uh uh could you provide me uh the reference number for this one as well?
[AGENT][NEUTRAL] That's my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a wonderful day. Enjoy the rest of the day. Bye.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.