AccountId: 011433970860
ContactId: a8ed6c88-8f57-40ed-b617-84639c3b8762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249320 ms
Total Talk Time (AGENT): 66454 ms
Total Talk Time (CUSTOMER): 51781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a8ed6c88-8f57-40ed-b617-84639c3b8762_20250625T16:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Centennial Surgery Center, and I was just trying to check on the status of a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Let's see, that's going to be 248-2009.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient is [PII]?
[CUSTOMER][NEUTRAL] Let's see, [PII] and that's [PII].
[AGENT][POSITIVE] Perfect, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK, the service is [PII] and the amount is $5,836.
[CUSTOMER][NEUTRAL] I'm sorry, yeah, in 80 cents, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this with me.
[AGENT][NEUTRAL] OK I'm waiting on the system.
[AGENT][NEUTRAL] OK, here it is. Alright, looks like we processed the claim on [PII] and we send a benefit amount of $1450.81 to the provider.
[CUSTOMER][NEUTRAL] You said it was processed on [PII]?
[AGENT][NEUTRAL] [PII]. Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is there a check number?
[AGENT][NEUTRAL] Yes, it's a single check, a paper check. The number is 205-068-5.
[CUSTOMER][NEUTRAL] And the claim number for this one specifically?
[AGENT][NEUTRAL] It's 361-422-8.
[CUSTOMER][NEUTRAL] Alrighty, can I get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you would like Miss Miss [PII], do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you