AccountId: 011433970860
ContactId: c290352a-1d39-477b-8f12-2d9d5da63390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178570 ms
Total Talk Time (AGENT): 71383 ms
Total Talk Time (CUSTOMER): 46397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c290352a-1d39-477b-8f12-2d9d5da63390_20250110T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] initial is [PII]. I'm calling from provider office to check on the claims.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh yes, it's [PII], and this is the direct line, no extension.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 02365931.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] is there. Um, can you give me a date of service, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then what is the charge amount please?
[CUSTOMER][NEUTRAL] $2850 even.
[AGENT][NEUTRAL] OK, and then what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Adaptive Biotechnologies Corporation.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I pull in this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So um this policy I'm going to need to transfer you now on over to Web TPA. They can help you with the claim information. Let me give you that, um, phone number just in case the call is dropped while I transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.