AccountId: 011433970860
ContactId: c859f66b-69c3-4904-8239-e7a80317f25e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326869 ms
Total Talk Time (AGENT): 92701 ms
Total Talk Time (CUSTOMER): 84681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/c859f66b-69c3-4904-8239-e7a80317f25e_20250522T21:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to follow up on the status of the claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] D as in dog, 46401221.
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] That's not. OK. Um, yes, I have [PII] as the name and date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, what state is the patient from?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and I can give you his policy number with our company when you're ready.
[CUSTOMER][NEUTRAL] OK, um, that is gonna be.
[AGENT][NEUTRAL] No, I'm saying I can give you the number.
[CUSTOMER][NEUTRAL] Uh, 024, 0, OK, go ahead. Is that the same one you have? I think I was looking at the wrong one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, uh, what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, let's see, data service.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] $22,382.30.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the date of service is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I show on this claim, it looks like we paid 1300.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was processed on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, it looks like this is processed on [PII].
[CUSTOMER][NEUTRAL] OK. All right. Is there any patient responsibility or anything?
[AGENT][NEUTRAL] Uh, we don't give patient responsibility. Uh, we only just, uh, verify how the claim was processed and with this insurance policy is a limited indemnity plan.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you happen to have a claim number?
[AGENT][NEUTRAL] Yes, ma'am. It's 353-205-3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about a check or an EFT number?
[AGENT][NEUTRAL] Check number is 2014571.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and do you do reference numbers for the call?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great rest of your day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.