AccountId: 011433970860
ContactId: aaa50981-f254-4905-8ffa-6d1582a6ac1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235190 ms
Total Talk Time (AGENT): 112180 ms
Total Talk Time (CUSTOMER): 51895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/aaa50981-f254-4905-8ffa-6d1582a6ac1a_20250325T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] um I was calling to see if I can get some help with the status of the claim.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name?
[CUSTOMER][NEUTRAL] Um, yes ma'am, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you, and your callback number please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, it may be a social security number, but what I have is [PII].
[AGENT][NEUTRAL] I got
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] That does sound like a social. Give me one moment please, [PII].
[CUSTOMER][POSITIVE] OK, yeah, no problem.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII], um, and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much and let me provide you with that policy number when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 02424792.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. And again, you call for client status. Give me one moment to help you with that.
[AGENT][NEUTRAL] OK, and what is that date of service and the total charge amount please [PII]?
[CUSTOMER][NEUTRAL] Um, date of service is [PII], and it is for $155.
[AGENT][NEUTRAL] $55. OK, excuse me.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, it shows that the claim was received and the payment in the amount of $155 was made on this claim.
[AGENT][NEUTRAL] Uh, give me one second to give you the claim and check numbers. One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it shows claim number 3574291.
[AGENT][NEUTRAL] And the check number shows 203-2121.
[CUSTOMER][NEUTRAL] 2032121
[AGENT][NEUTRAL] Let me just check the status of that.
[CUSTOMER][NEUTRAL] And then um do you know what day that was paid?
[AGENT][POSITIVE] Yes, give me one moment please.
[AGENT][NEUTRAL] OK, that was processed on [PII].
[AGENT][NEUTRAL] And the check currently shows outstanding again that is check number 2032121.
[CUSTOMER][NEUTRAL] And that was um paid to the provider correct?
[AGENT][POSITIVE] That was paid to the provider, that is correct.
[CUSTOMER][POSITIVE] Perfect, um, is there any way that I can just get a reference number for this call, please?
[AGENT][NEUTRAL] We do not provide reference numbers, [PII], but you can use my name in today's date. Again, my name is [PII], last initial is [PII], and you're also able to check claim status on a secure portal at [PII] if you need a copy of that EOB.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII], and thank you for calling APL. Have a good day. Thank you.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye bye.