AccountId: 011433970860
ContactId: d4cba528-4027-49ed-a96f-b2a30f0039eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216619 ms
Total Talk Time (AGENT): 63217 ms
Total Talk Time (CUSTOMER): 45184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d4cba528-4027-49ed-a96f-b2a30f0039eb_20250527T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] or I mean I'm sorry, at Hunt Regional urgent care and I needed to check on the status of a claim.
[AGENT][NEUTRAL] OK. Happy to check on a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02341573.
[AGENT][NEUTRAL] Alright, let me pull that up.
[AGENT][NEUTRAL] And then if I could get the patient name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, engage a service.
[CUSTOMER][NEUTRAL] [PII] or 24.
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Uh, $302.
[AGENT][NEUTRAL] Do we by chance have a different bill amount after primary paid?
[CUSTOMER][NEUTRAL] Um, maybe so primary, um, looks like probably $75 is what's left.
[AGENT][NEUTRAL] OK, yeah, so.
[CUSTOMER][NEUTRAL] Because that was the co-pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, thanks for your patience on that, [PII]. So we did get a claim for this. A claim looks like was received [PII]. It was processed on [PII] and we sent a benefit payment in the amount of $75.
[CUSTOMER][NEUTRAL] OK, and y'all put that on the was that EST or single check payment or?
[AGENT][NEUTRAL] It was a single check and it was processed on the [PII], so I'm thinking it probably, if it went out Friday maybe or go out today since Monday was a holiday.
[CUSTOMER][NEUTRAL] Right, OK, OK, that's good. And can I get a reference number?
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with today's date. My name again is [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, I appreciate have a good day.
[AGENT][NEUTRAL] You too bye bye.