AccountId: 011433970860
ContactId: d17f655d-6e54-4468-bcd7-47204a3d7a24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207740 ms
Total Talk Time (AGENT): 87053 ms
Total Talk Time (CUSTOMER): 43252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d17f655d-6e54-4468-bcd7-47204a3d7a24_20250123T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from provider office to check on claim status.
[AGENT][NEUTRAL] OK, your name, you said your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] And OK, and you're needing to check claim status, is that also correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, do you have to check status today?
[CUSTOMER][NEUTRAL] Uh, I have 3 claims.
[AGENT][NEUTRAL] OK, are they for the same patient or for different patients?
[CUSTOMER][NEUTRAL] Uh, no, it is for a different reason.
[AGENT][NEUTRAL] So you have 3 patients and 1 claim for each, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Yes, OK, so I can help you with all of those [PII]. You will use my name that I gave you along with today's date as your call reference number for each.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Also, any information that I provide for you today will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And lastly, [PII], if we have the claim on file and you need a copy of the explanation of benefits, you may get that by going to our portal and the website for our portal is secured. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is the first patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01740502.
[CUSTOMER][NEUTRAL] M as in Mark, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], are you still there?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], if you're still on the line, I'm not able to hear you.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.