AccountId: 011433970860
ContactId: ca93d575-8541-4fc5-bb38-732b7d8e5800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153789 ms
Total Talk Time (AGENT): 74370 ms
Total Talk Time (CUSTOMER): 30891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ca93d575-8541-4fc5-bb38-732b7d8e5800_20250128T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01669831 ML8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let's see, and what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Uh, this is from [PII] $5,205.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I'm waiting on my system. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said that was date of service um [PII] for $5,205?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, ma'am. We did receive that claim on
[AGENT][NEUTRAL] We received the claim on [PII]. It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3541635 and it paid out for $228.81. It was a single check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the check number is 2018579.
[AGENT][NEUTRAL] And I'm showing that it was mailed to [PII].
[CUSTOMER][NEUTRAL] OK, and do you show if it's been cashed?
[AGENT][POSITIVE] Um, I'm showing that it's still outstanding.
[CUSTOMER][POSITIVE] OK, all right, that's what I needed thank you so much appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You you too bye.
[AGENT][NEUTRAL] Mm