AccountId: 011433970860
ContactId: d076b72f-6172-4f20-ad4b-c8a133845e48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250369 ms
Total Talk Time (AGENT): 95889 ms
Total Talk Time (CUSTOMER): 68616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d076b72f-6172-4f20-ad4b-c8a133845e48_20250212T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Um, this is [PII], and I would like to check for the claim status, please. Thank you.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] OK. Um, the patient policy number is
[CUSTOMER][NEUTRAL] 9488885
[AGENT][NEUTRAL] 948885.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] All right, thank you. One moment, let me take a look here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII] with double the amount of $382.88.
[AGENT][NEUTRAL] Do you have an amount, um,
[AGENT][NEUTRAL] After the primary?
[CUSTOMER][NEUTRAL] $25.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] So it looks like the claim for [PII] was received on [PII].
[AGENT][NEUTRAL] There was a benefit payment made in the amount of $25.
[AGENT][NEUTRAL] This is processed [PII].
[CUSTOMER][NEUTRAL] I'm sorry, process date please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, how about the check number, please?
[AGENT][NEUTRAL] Check number is 202-4281. It's a single check.
[CUSTOMER][NEUTRAL] OK, um, can I request for the copy of EOB?
[AGENT][POSITIVE] Yeah, absolutely. What is a good fax number to send the EOB to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, correct. Um, can you pay attention to me? Thank you.
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] So that should be there in about 5 minutes. Is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] Um, I, that's all for today. Um, can you please, um, help to spell your name? Thank you, and the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII].
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. That's all. Thank you. Have a good day. Goodbye.
[AGENT][NEUTRAL] You too. Bye-bye.