AccountId: 011433970860
ContactId: d5fc8a59-aaeb-4c3a-a3fb-46822faf52f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298420 ms
Total Talk Time (AGENT): 82401 ms
Total Talk Time (CUSTOMER): 76905 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d5fc8a59-aaeb-4c3a-a3fb-46822faf52f9_20250620T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from a provider's office. I'm calling for claim status.
[AGENT][NEUTRAL] Yeah, I can help you with claim status. Who am I speaking with?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][POSITIVE] And a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have 02404350 MLB.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh, it's MLA. It's a, sorry, it's not a B, it's an A.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] I have the date of service [PII] for $69.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm showing that we received this claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 352-365-5.
[AGENT][NEUTRAL] And it looks like we paid $40.55 for that.
[CUSTOMER][NEUTRAL] $40
[CUSTOMER][NEUTRAL] OK, we were only looking for 2845.
[CUSTOMER][NEUTRAL] This is primary or secondary?
[AGENT][NEUTRAL] Uh, this is secondary.
[CUSTOMER][NEUTRAL] Are you showing the total charge is $69?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] For rendering for rendering provider P uh uh PEI Chun.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I'm showing it for $69 for and it's the provider is a, it looks like a hospital group.
[CUSTOMER][NEUTRAL] The Rhode Island Hospital.
[AGENT][NEUTRAL] Uh, life span.
[CUSTOMER][NEUTRAL] Life span physician group. OK. And you said it paid $40.55. Is there, was that a single check or a bulk check?
[AGENT][NEUTRAL] That is a single check?
[CUSTOMER][NEUTRAL] Check and what is the check number?
[AGENT][NEUTRAL] It is 2011037.
[CUSTOMER][NEUTRAL] And you said that check was issued again on when?
[AGENT][NEUTRAL] Let me get the check information.
[AGENT][NEUTRAL] It looks like we issued the check on [PII].
[AGENT][NEUTRAL] And the check cleared on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And was it mailed to the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It was OK.
[CUSTOMER][NEUTRAL] I just gotta take all that information down. All right, [PII], can I just get a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date so [PII] and then today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII] and you have a good day.
[AGENT][POSITIVE] Thank you too, thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] OK.