AccountId: 011433970860
ContactId: add35fde-3170-4121-a149-c189ea4d862e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216100 ms
Total Talk Time (AGENT): 52482 ms
Total Talk Time (CUSTOMER): 51712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/add35fde-3170-4121-a149-c189ea4d862e_20250617T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Medrans Corporation on a recorded line. I'm trying to check and see if our claim is on file.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be a direct line it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] It's gonna be 023 07927.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that date of service and bill charges?
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] And then that bill amount was $64,413.25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, sorry. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like it was received on [PII], and we paid it on [PII] and paid 500.
[CUSTOMER][NEUTRAL] Uh, what's that claim number y'all have?
[AGENT][NEUTRAL] 360-1080.
[CUSTOMER][NEUTRAL] OK, and then, um, did y'all send the payment by check?
[AGENT][NEUTRAL] Uh, yes, be a single paper check.
[CUSTOMER][NEUTRAL] Um, do you happen to have that check number?
[AGENT][NEUTRAL] 204-432-9
[AGENT][NEUTRAL] Let me see where it was sent.
[AGENT][NEUTRAL] Uh, it looks like we've sent it to [PII], and it looks like it cleared on [PII].
[CUSTOMER][NEUTRAL] OK, that is really all I needed to know, uh, just a reference number for our call, please.
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.