AccountId: 011433970860
ContactId: d478b651-1a56-4ea0-ae80-7ee53770f464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217630 ms
Total Talk Time (AGENT): 75492 ms
Total Talk Time (CUSTOMER): 81199 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d478b651-1a56-4ea0-ae80-7ee53770f464_20250103T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from DJO LLC provider's office. I'm calling for the claim status.
[AGENT][NEUTRAL] OK. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Correct, it's [PII].
[AGENT][NEUTRAL] And [PII]
[AGENT][NEUTRAL] Mhm. And what's the policy number?
[CUSTOMER][NEUTRAL] It's 02520934.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, so the callback number would be [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Uh, no, it's [PII].
[AGENT][NEUTRAL] Mhm. That's what I said, [PII]. And if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, so the member's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the date of service of the claim?
[CUSTOMER][NEUTRAL] So the the service for this number that I have here is [PII].
[AGENT][NEUTRAL] [PII] and the total charge?
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] September, OK. And the total charge?
[CUSTOMER][NEUTRAL] It's $32.11.
[AGENT][NEUTRAL] 32.11.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. Give me a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that for DME?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, DME is not covered by the policy, so there was no benefit made on that. Let me give you the claim number and the date received and processed. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] good
[AGENT][NEUTRAL] The received date is [PII].
[AGENT][NEUTRAL] And the process date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] And I have the claim number as well if you would like.
[CUSTOMER][NEUTRAL] Uh, OK, one moment, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I, I have the claim number, so correct me if I'm wrong, is the claim number 3540156?
[AGENT][NEUTRAL] 3540156.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, what is the call reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII]
[AGENT][NEUTRAL] First initial last name is [PII], and any other questions I can help with today, [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] No, that will be all, [PII]. Thank you. You have a great day ahead. Bye bye.
[AGENT][NEUTRAL] Absolutely, and you can also check your status on our online service center at [PII].
[CUSTOMER][POSITIVE] All right, I'll make sure. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling [PII]. Have a good day.