AccountId: 011433970860
ContactId: d462df0f-5b67-459a-82e8-b2e032269bfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177759 ms
Total Talk Time (AGENT): 43857 ms
Total Talk Time (CUSTOMER): 69436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d462df0f-5b67-459a-82e8-b2e032269bfb_20250423T16:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from [PII]'s office to check on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the patient, uh, policy number?
[CUSTOMER][NEUTRAL] Yeah. 022 03926.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have to build uh or date of service and build amount?
[CUSTOMER][NEUTRAL] The um the service is on [PII] and the bill amount is $724 even.
[AGENT][NEUTRAL] It looks like we received that 227 25.
[AGENT][NEUTRAL] Process 34 2025.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] Uh, it looks like we need an explanation of the benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, OK. Um, may I know when the last CAB was updated by the patient?
[AGENT][NEUTRAL] When the what?
[CUSTOMER][NEUTRAL] Uh, coordination of benefits, last update date, um.
[AGENT][NEUTRAL] Last update? What do you mean?
[CUSTOMER][NEUTRAL] Yeah, uh, when was the CUB last updated by the patient, uh?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, uh.
[AGENT][NEUTRAL] I don't have a date. I just showed it to Cigna.
[CUSTOMER][NEUTRAL] OK. Uh, do you have the signal ID, um, are there signal primary to your?
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] Yes, Cygnus primary, yes.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you for your assistance. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.