AccountId: 011433970860
ContactId: d853b87b-5b92-40d7-98d7-fa4416617a7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206500 ms
Total Talk Time (AGENT): 56297 ms
Total Talk Time (CUSTOMER): 77085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/d853b87b-5b92-40d7-98d7-fa4416617a7a_20250213T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking client status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII].
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] The member ID is 01599194.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The member name is [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status for this patient, correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The date of service [PII]. The total bill amount is $411 even.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] the same space, right?
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] AFC urgent care.
[CUSTOMER][NEUTRAL] What is the paid amount?
[CUSTOMER][NEUTRAL] Uh, is there any patient there?
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] OK, may I know the more of your?
[CUSTOMER][NEUTRAL] Like you said you want to make
[AGENT][NEUTRAL] I don't show we received that claim and the patient was not active at the date of service at the time of service, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, thank you so much. And also, can I get the policy effective and termination date?
[AGENT][NEUTRAL] Oh wait. Um, I do show that claim.
[AGENT][NEUTRAL] Sure. Effective [PII], policy terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII], thank you so much and just confirm there is no other active card on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much and also can I get your name?
[AGENT][NEUTRAL] Oh, we don't give reference. Oh, my name is [PII] You may use it as a reference since we don't give reference numbers.
[CUSTOMER][POSITIVE] OK, OK, thank you so much and thank you so much for the time with patient have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.