AccountId: 011433970860
ContactId: b0c12ef5-9f10-48c1-8ead-fee3193fffef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221960 ms
Total Talk Time (AGENT): 62330 ms
Total Talk Time (CUSTOMER): 108952 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b0c12ef5-9f10-48c1-8ead-fee3193fffef_20250602T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. My name is [PII]. I'm calling from the provider's office to check my claim status, ma'am.
[AGENT][NEUTRAL] OK, I can verify claim status for you.
[AGENT][NEUTRAL] And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, just give me one second.
[CUSTOMER][NEUTRAL] Yes, ma'am. The policy number is 02258748 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. It would be [PII].
[AGENT][NEUTRAL] Uh, what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Ma'am, patient's first name is [PII]. Last name is [PII], and the date of birth would be on [PII].
[CUSTOMER][NEUTRAL] I'm really sorry, ma'am. It's on [PII].
[AGENT][NEUTRAL] Uh, spell the first and last name for me, please.
[CUSTOMER][NEUTRAL] Yes ma'am. The first name is spelled as [PII].
[CUSTOMER][NEUTRAL] Last name is spelled as
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, this patient's correct policy number is 2258748.
[CUSTOMER][POSITIVE] 748. OK, thank you for that information, ma'am.
[AGENT][NEUTRAL] Uh huh and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Ma'am, data service would be on [PII] with a total bill amount of $348 even.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEGATIVE] Uh, I didn't understand, ma'am. The call was cut off.
[AGENT][NEUTRAL] The balance after primary.
[CUSTOMER][POSITIVE] Uh, it's right.
[AGENT][NEUTRAL] So after the primary is processed the claim, what was the balance?
[CUSTOMER][NEUTRAL] OK, let me verify that, ma'am.
[CUSTOMER][NEUTRAL] It would be $30 ma'am, as co-payment.
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that claim processed on [PII] as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] 25. May I know the receipt date and the claim number, ma'am?
[AGENT][NEUTRAL] Claim was received on [PII]. Claim number is 359-883-7.
[CUSTOMER][NEUTRAL] 359-3387, is that right, ma'am?
[AGENT][NEUTRAL] 359-883-7
[CUSTOMER][NEUTRAL] 886-7 thank you for that, man. That would be it. Could you provide me the call reference number for this?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for that, ma'am, and I really hope you have a great day ahead. Bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL bye.