AccountId: 011433970860
ContactId: cc51b4c5-ee94-4dfa-8f8b-d3b8f37f9114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212960 ms
Total Talk Time (AGENT): 80475 ms
Total Talk Time (CUSTOMER): 137069 ms
Interruptions: 12
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/cc51b4c5-ee94-4dfa-8f8b-d3b8f37f9114_20250606T19:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Thanks for calling APL. Hi, good afternoon. My name is [PII]. I'm calling from a provider's office. I was hoping that you could, um, assist me with the claim status for a couple of dates that were missing from one of our patients.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name again is [PII]?
[CUSTOMER][NEUTRAL] OK, I verify status for you and your name again? Yes, that's correct.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 009.
[CUSTOMER][NEUTRAL] 646-81.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK, thank you and do you have a callback number in case the call?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK and the patient's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It is [PII], 696 and 24 cents.
[AGENT][NEUTRAL] And do you have the balance after Primary is processed the claim?
[CUSTOMER][NEUTRAL] And do you have the $40.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, let's see, and you're calling from?
[CUSTOMER][NEUTRAL] Sports Medicine Associate of South Florida.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that $40 was paid on this claim, and this was on, um, [PII].
[CUSTOMER][NEUTRAL] And show that $40 was paid on this plane and this was on um [PII].
[CUSTOMER][POSITIVE] Awesome, thank you so much. So I have another one for [PII].
[CUSTOMER][NEUTRAL] Of 2025 for the same charges?
[AGENT][NEUTRAL] 696 24 and the balance is after primary 40.
[CUSTOMER][NEUTRAL] Mhm with the 40.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I also show that one processed on the [PII] as well, and the check was mailed in the amount of $40.
[CUSTOMER][POSITIVE] OK, I also show that one, processed on the [PII] as well, and the check was mailed in the amount of $40. Awesome, so I have 20.
[CUSTOMER][NEUTRAL] And uh I have another one for [PII].
[AGENT][NEUTRAL] Same amounts?
[CUSTOMER][NEUTRAL] Same mhm same amount same patient responsibility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] I see, so this one did process as well and it paid $10 with the payment of that claimant max their benefit for the calendar year.
[CUSTOMER][POSITIVE] Um, see, so this one did process as well and it paid $10 with the payment of that claim that backs their benefit for the calendar year. Next, OK, next out awesome alrighty thank you so much. What was your name again?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Thank you. Is there any reference number for our call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Uh, if you like, you may use my name and [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APM Miss [PII]. Have a great day and weekend.
[CUSTOMER][POSITIVE] You're welcome and thanks for calling on [PII]. Have a great day. You too bye bye.
[AGENT][NEUTRAL] Bye.