AccountId: 011433970860
ContactId: b9828c0b-1bf0-4d43-b4ca-940abcfea64e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267510 ms
Total Talk Time (AGENT): 103515 ms
Total Talk Time (CUSTOMER): 101574 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b9828c0b-1bf0-4d43-b4ca-940abcfea64e_20250318T13:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, So I'm [PII] calling from provider's office to the claim status.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It is 02559264.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 32 Services, [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $2090 even 2090.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me let me see if I can find this time.
[AGENT][NEUTRAL] Can you verify the procedure codes for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 883-05.
[CUSTOMER][NEUTRAL] I have multiple CPTs. Can I go forward?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you said one of them is 880. OK, let me have another one just in case.
[CUSTOMER][NEUTRAL] OK. It is 88341.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said it's [PII], correct?
[CUSTOMER][NEUTRAL] Yes. I have 3 CPTs.
[AGENT][NEUTRAL] What's the last one?
[CUSTOMER][NEUTRAL] It is 883-42.
[AGENT][NEUTRAL] No, we don't have that claim on file. I don't see none of those uh procedure codes in the system.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Then, can I get the claim mailing address?
[AGENT][NEUTRAL] Mhm, sure. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you need the fax number or any other information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Just in case, can I get to know the fax number also too?
[AGENT][NEUTRAL] Mhm. Sure, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK. Let me repeat the fax number again just for the confirmation. It is [PII]. Is it correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, sir. And your call reference number is your name and last, today's date. Am I correct?
[AGENT][NEUTRAL] You.
[AGENT][POSITIVE] Yes, my name in today is safe. That is correct, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you. Have a great day. You're fine for me.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well. Have a good day and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.