AccountId: 011433970860
ContactId: d1562bd4-ce05-4b06-b6cc-e678cf14137d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507130 ms
Total Talk Time (AGENT): 140135 ms
Total Talk Time (CUSTOMER): 123890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d1562bd4-ce05-4b06-b6cc-e678cf14137d_20250520T15:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality training purposes. Are you OK with that?
[AGENT][POSITIVE] Yes ma'am, and can you spell your first name for me and I can help you with claim status that's not a problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And you said your name is [PII], Is it [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome and then how do I spell your name?
[CUSTOMER][NEUTRAL] It's [PII] my last name would be [PII].
[AGENT][NEUTRAL] Thank you and then what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, uh, member's name would be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the member's policy number please?
[CUSTOMER][NEUTRAL] Yeah, the member's policy number would be 148.
[CUSTOMER][NEUTRAL] 219.
[CUSTOMER][NEUTRAL] 7 M as in Mike. L as in Lima number 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up now. What is the data service and the charge amount?
[CUSTOMER][NEUTRAL] It's [PII] with total charge amount $202.41 202.41.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then what were the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's $161.93.
[AGENT][NEUTRAL] Thank you. And then may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Pembroke Pink Imaging LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim.
[AGENT][NEUTRAL] And Ms. [PII], and I'm gonna be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], looking at the claim, I've got it pulled up for you.
[AGENT][NEUTRAL] The claim number is 3602632.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was processed on policy number 246-4411.
[AGENT][POSITIVE] That's the good policy number that's active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was paid $161.93 with check number.
[CUSTOMER][NEUTRAL] When did you receive the claim?
[AGENT][NEUTRAL] OK, let me give you this information so I can go to that next screen. Uh, it was paid $161.93 with check number 2044969.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we received the claim on.
[AGENT][NEUTRAL] We received the claim on [PII].
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, I get it.
[AGENT][NEUTRAL] And processed it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And paid on the same date [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, is there any bulk amount for this one?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Uh, can you, uh, help me with the pay to address as well?
[AGENT][NEUTRAL] Yes, let me look that up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It was paid to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yeah, thank you for your help. Can you help me with the call reference number then?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Hope you have a wonderful day. That's it for the day.
[AGENT][POSITIVE] All right, well you have a wonderful day too, and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] To get
[CUSTOMER][POSITIVE] Bye-bye. Take care.