AccountId: 011433970860
ContactId: cab65923-bf44-448c-9a06-deea3a9370fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159929 ms
Total Talk Time (AGENT): 39536 ms
Total Talk Time (CUSTOMER): 45816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/cab65923-bf44-448c-9a06-deea3a9370fd_20250521T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and I'm calling from the provider's office to check for a claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII]. No extension for that right.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 2,552,430.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is $1,692 even.
[AGENT][NEUTRAL] Uh, it looks like we received the claim on 5-6-2025.
[AGENT][NEUTRAL] Process 58 2025.
[AGENT][NEUTRAL] Yeah, we're needing a primary explanation of benefits from the insurance.
[CUSTOMER][NEUTRAL] So I need the primary payer COB.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, may I know who is the primary payer for this number?
[AGENT][NEUTRAL] Uh, we show Amed.
[AGENT][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] OK. May I know when was the last coordination of benefits updated?
[AGENT][NEUTRAL] Um, we received that when the policy started, 7-1-2024.
[CUSTOMER][NEUTRAL] OK, can I have your card reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII], then that's all for today. Thank you today for your assistance.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too bye bye.