AccountId: 011433970860
ContactId: b08c3132-17c0-4fca-b120-7e1992833020
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264750 ms
Total Talk Time (AGENT): 65750 ms
Total Talk Time (CUSTOMER): 72565 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b08c3132-17c0-4fca-b120-7e1992833020_20250211T21:15_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the provider's office checking on current status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's
[CUSTOMER][NEUTRAL] 002329703.
[AGENT][NEUTRAL] 9702.
[CUSTOMER][NEUTRAL] It's 97.
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] 03. OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and um extension it's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK and you said you're checking a claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For what date of service and what is the total charge?
[CUSTOMER][NEUTRAL] Yeah, sure. It's for the date of service [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $237 even?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh your name is [PII]?
[AGENT][NEUTRAL] Uh huh. [PII], and you'll use my name and today's date is reference for today's call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for that.
[AGENT][NEUTRAL] OK, I show that no payment was made on this claim.
[AGENT][NEUTRAL] Office visits are not covered under the patient's policy.
[AGENT][NEUTRAL] I'm showing a claim number of 3546363.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim was received [PII].
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][POSITIVE] OK, thanks for that information and just give me a moment.
[CUSTOMER][NEUTRAL] Yeah, actually,
[CUSTOMER][NEUTRAL] Yeah, uh, the claim number is 3546363, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can you fax a copy for this one?
[AGENT][POSITIVE] So it was actually mailed when the claim was processed and it's available to download on our online service center which is secured. [PII] using the claim number that was provided.
[CUSTOMER][POSITIVE] OK, thanks for that.
[AGENT][POSITIVE] Uh-huh. You're welcome.
[CUSTOMER][NEUTRAL] Just give me one moment.
[CUSTOMER][POSITIVE] OK, thanks for that and thanks for your assistance and have a great day ahead.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah bye bye.