AccountId: 011433970860
ContactId: ab5406d5-89d1-44d3-93b0-e553301b9bc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123099 ms
Total Talk Time (AGENT): 64698 ms
Total Talk Time (CUSTOMER): 42436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ab5406d5-89d1-44d3-93b0-e553301b9bc8_20250317T13:53_UTC.wav
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[AGENT][NEUTRAL] For contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check the status of a claim for a patient.
[AGENT][NEUTRAL] I can help with the claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII], I do appreciate that. And uh what is that policy number that we are looking at today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02356084
[AGENT][NEUTRAL] 084. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK. This is for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And uh is there a uh callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What date of service we're looking for for uh [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I appreciate that. Is there a bill amount that I should look for?
[CUSTOMER][NEUTRAL] $243.54.
[AGENT][NEUTRAL] The claim number is 356 7.
[AGENT][NEUTRAL] 176.
[AGENT][NEUTRAL] And it looks like we received that claim.
[CUSTOMER][NEUTRAL] It
[AGENT][NEGATIVE] On [PII], and we processed it on [PII]. Now this policy doesn't have any benefits at all for the office visit. Um, so, uh, that was not uh paid. The office visit is not paid on the.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way you can fax me an EOB?
[AGENT][NEUTRAL] Yes, of course. And what is your fax number, please?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I can certainly send that to you. Is there anything else that I may help with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] OK, well thank you for contacting APO you have a good day.