AccountId: 011433970860
ContactId: d12333d8-2d6d-4ceb-ae90-d26d6f58a382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236759 ms
Total Talk Time (AGENT): 61888 ms
Total Talk Time (CUSTOMER): 67938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d12333d8-2d6d-4ceb-ae90-d26d6f58a382_20250103T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from RaS Radilogy. I'm trying to check the status of a claim.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] I have 242-41.
[AGENT][NEUTRAL] Mm, that is not enough numbers. Do you have their social?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm, I, oh, I do actually have their social and of course I just clicked out of it. Hold on one second.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, I can help you with that. His policy number is 01.
[AGENT][NEUTRAL] 893-571.
[AGENT][NEUTRAL] And what date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] Um, CPT 75574.
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, total charge is $2,032.
[AGENT][NEUTRAL] OK, we paid $200 on that claim.
[CUSTOMER][NEUTRAL] Um, do you know what the process date was for it?
[AGENT][NEUTRAL] Hold on just a moment and I can give it to you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And do you have a claim number or check number?
[AGENT][NEUTRAL] The claim number is 3511216.
[AGENT][NEUTRAL] The check number is 2004996.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, is the reference number for today's call just name and date?
[AGENT][NEUTRAL] Just [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, that's all I needed, [PII]. Thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.