AccountId: 011433970860
ContactId: d9e54ab7-0347-4050-a78c-3af6d268940d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272299 ms
Total Talk Time (AGENT): 118368 ms
Total Talk Time (CUSTOMER): 44232 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d9e54ab7-0347-4050-a78c-3af6d268940d_20250221T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling to check claim status for a patient.
[AGENT][NEUTRAL] OK, you have one patient you're needing claim status for, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is your patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be 02582839.
[AGENT][POSITIVE] Thank you. One moment please.
[AGENT][NEUTRAL] And [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth is going to be [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh, certainly.
[AGENT][NEUTRAL] And what is the data service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Data service is [PII] of $25 and the billed amount is gonna be $300 even.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] OK, so I do show that this claim was received on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number for this, Monica is 355. Let me start that over. Hm.
[AGENT][NEUTRAL] The claim number is 3, OK, 3555236.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $224.
[AGENT][NEUTRAL] And that was paid on single check [PII].
[AGENT][NEUTRAL] And the remark on this claim, it's still loading just one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] OK, so on the code for.
[AGENT][NEUTRAL] 0210.
[AGENT][NEUTRAL] The remarks states a portion of this benefit has been applied to your calendar year deductible.
[CUSTOMER][NEUTRAL] OK, towards the deductible.
[AGENT][NEUTRAL] Mhm. Sure. Um
[CUSTOMER][POSITIVE] OK, perfect. I will go ahead and make a note for that. Sorry, go ahead.
[AGENT][NEUTRAL] OK, I was gonna say, and if you need a copy of the explanation of benefits, you can go to our portal which is located at [PII] and you should be able to print that out now that you have the claim number.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you.
[AGENT][POSITIVE] OK, [PII]. Well, you're welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.