AccountId: 011433970860
ContactId: d2e1e034-fecf-410d-b7a0-b1f2957399a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184679 ms
Total Talk Time (AGENT): 84779 ms
Total Talk Time (CUSTOMER): 69724 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d2e1e034-fecf-410d-b7a0-b1f2957399a4_20250217T14:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning. This is Ms. [PII] calling from [PII], trying to get a claim status on a patient. Hi.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is [PII].
[AGENT][POSITIVE] Sure, I can assist you with that, Miss. And can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. I'm at [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02472782.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Is this for dental?
[CUSTOMER][NEUTRAL] No, it's for medical.
[AGENT][NEUTRAL] That's a dental care, I mean a dental policy.
[AGENT][NEUTRAL] Let me give you her correct policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for.
[CUSTOMER][POSITIVE] Cause I could, I called IMA and then they gave me your number. I'm ready.
[AGENT][NEUTRAL] 247-278-0
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 247-278-0.
[CUSTOMER][NEUTRAL] Mhm. OK, thanks.
[AGENT][NEUTRAL] And what is your date of service?
[CUSTOMER][NEUTRAL] I have it for [PII].
[AGENT][NEUTRAL] [PII]. I'm not showing a claim on file for [PII]. Let me make sure that we didn't make a typo.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I could resubmit it though.
[AGENT][NEUTRAL] Is it for urgent care visit, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On this we have data service [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, that's what I said on [PII].
[CUSTOMER][NEUTRAL] The amount $430.10.
[AGENT][NEUTRAL] So it looks like we made a payment of $50 on that claim with the maximum benefit amount, and would you like the check number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 1858419. That's 1858419.
[CUSTOMER][NEUTRAL] OK. And when was it sent out? You, can you see that?
[AGENT][NEUTRAL] It was sent out [PII].
[CUSTOMER][NEUTRAL] OK. And the claim number?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] 346-862-5
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Shows that the check was cleared on [PII].
[CUSTOMER][NEUTRAL] What was the patient responsibility?
[AGENT][NEUTRAL] So this is not a primary insurance company so I can't say what's the patient responsibility. I can only verify what we paid Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Oh, thank you so much. And what was your name?
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][POSITIVE] OK. All right. You have a good week, OK?
[AGENT][POSITIVE] You do the same, Miss. And thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye.