AccountId: 011433970860
ContactId: cf15f180-7c28-483f-b2a4-3fdc469c6739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237809 ms
Total Talk Time (AGENT): 69034 ms
Total Talk Time (CUSTOMER): 65253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/cf15f180-7c28-483f-b2a4-3fdc469c6739_20250314T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII] [PII] here. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, the callback number would be [PII]'s a direct line. You said your name is [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And then did you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number and the policy number is 025.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] 69649.
[AGENT][NEUTRAL] 649. OK. And then uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is.
[CUSTOMER][NEUTRAL] [PII], and last name is [PII], and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] and it was charged for $212.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, one moment please.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], can you help me with the last name initial?
[AGENT][NEUTRAL] Sure, last initial is [PII]
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] Appreciate your patience. Bear with me just a moment, [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this one, we did receive the claim I can give you that claim number and all of that information, [PII], um, so we were unable to make a payment on this as there was a discrepancy reported to us by the IRS uh that is with a combination of the name and the tax ID number.
[AGENT][NEUTRAL] And so you can go to the yes so you can go to the IRS website for more information on that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Hello, I'm not, I'm not able to hear your voice, [PII].
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello, [PII], are you there? Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, [PII]. Are you there?