AccountId: 011433970860
ContactId: acccdee9-364c-46d4-b75f-6514f7febd83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435059 ms
Total Talk Time (AGENT): 58910 ms
Total Talk Time (CUSTOMER): 66379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/acccdee9-364c-46d4-b75f-6514f7febd83_20250107T22:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good day, I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you um with the claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is a direct line. It's [PII].
[AGENT][POSITIVE] OK, [PII]. Thank you so much for that. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Did you, do you need the spelling?
[AGENT][NEUTRAL] Thank you and then what is [PII]'s um.
[AGENT][NEUTRAL] Um, no, ma'am, can you give me his, um, date of birth, please?
[CUSTOMER][NEUTRAL] I'm sorry, you, you were breaking up. Can you repeat that?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] His date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 01822311 M as in Mary, L as in lion, the number 8.
[AGENT][NEUTRAL] Thank you and then what is the date of service of the claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] And then what is the charge amount?
[CUSTOMER][POSITIVE] Built amount, let's see.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Bill amount is $359.50.
[AGENT][POSITIVE] Yes, ma'am. Go ahead and take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] And then Miss [PII], what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Genesis Care.
[CUSTOMER][NEUTRAL] And that's the name of the group to be more specific, the office name.
[AGENT][NEUTRAL] OK, I'm going to show.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The office name is Lauderdale Urology Associates.
[AGENT][POSITIVE] OK, I appreciate you giving me that information. I'm gonna put you on a brief hold, Miss [PII], while I look this claim up for you, and I will be right back.
[CUSTOMER][NEUTRAL] OK, thanks. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.