AccountId: 011433970860
ContactId: d47d94ad-c4e6-4aff-be79-add0a0050016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210910 ms
Total Talk Time (AGENT): 91070 ms
Total Talk Time (CUSTOMER): 59077 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d47d94ad-c4e6-4aff-be79-add0a0050016_20250204T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII], and I'm calling from provider's office to check on the status of a claim.
[AGENT][POSITIVE] OK. Happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Are patient's policy going to be 02521722?
[AGENT][POSITIVE] Thank you for that and if I could please grab your first name again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth for her is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service on the claim is number [PII] and the amount on the claim is $533 even.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yes, uh, the primary has left over with the amount of co-insurance of $40.80.
[AGENT][NEUTRAL] So I'm not showing any claims on file for either of those bill amounts for that date of service.
[CUSTOMER][POSITIVE] Thank you so much. Can you please help me with the pay?
[AGENT][NEUTRAL] Absolutely payer ID is 60801.
[CUSTOMER][NEUTRAL] And can I also get
[AGENT][NEUTRAL] I'm sorry, the phone cut out. Can you ask me that again?
[CUSTOMER][NEUTRAL] System yeah.
[CUSTOMER][NEUTRAL] Can you please help me with the claim's mailing address?
[AGENT][NEGATIVE] Absolutely claims mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And can I also get a patient affect you on termination date of the policy?
[AGENT][POSITIVE] Absolutely. So it looks like.
[AGENT][NEUTRAL] Effective date is [PII]. There is no termination date. Policy is still active.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, yes, can you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII]. My last initial is [PII], and that is the call reference with today's date.
[CUSTOMER][POSITIVE] Thank you so much sir have a good day bye bye and take care.
[AGENT][NEUTRAL] You, you too, bye-bye.