AccountId: 011433970860
ContactId: dead0fc3-6dd2-4bd7-a25b-a61db05e119d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364160 ms
Total Talk Time (AGENT): 139857 ms
Total Talk Time (CUSTOMER): 94577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/dead0fc3-6dd2-4bd7-a25b-a61db05e119d_20250415T14:05_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. This is [PII]. I need to check status on uh uh a couple of claims, please.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you now, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I'm
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh, you need my name?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yes, I was gonna ask you, I know you said it, but I couldn't hear.
[AGENT][NEUTRAL] Oh, no problem. My name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you, [PII]. This is, uh, my name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. Thank you, [PII]. And I'm ready for the first policy number.
[CUSTOMER][NEUTRAL] First policy number is 02337150.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And the date of service and bill charges on the plane?
[CUSTOMER][NEUTRAL] $218251845.
[AGENT][NEUTRAL] OK, one moment, I'm waiting on my system.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said that was for $21825 for $1,845?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm. OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3,584,430.
[AGENT][NEUTRAL] And it paid out for $140 even.
[CUSTOMER][NEUTRAL] OK. And do you happen to have a check number?
[AGENT][NEUTRAL] Um, yes, it was a single check and the check number is 203-6991.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thanks for your patience, [PII]. I'm ready for the next um claim number or
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, policy number 02556462.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] 21725 $2980.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, we received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3583517.
[AGENT][NEUTRAL] It paid out for $140.
[AGENT][NEUTRAL] And the check number is 203-6394.
[CUSTOMER][POSITIVE] Perfect. And I have one more. Can you do that one more for me, please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. And I'm ready for that policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, thank you. 02473498.
[AGENT][NEUTRAL] OK. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this patient is [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] $21825877.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, we received this claim on [PII]. It processed on [PII].
[AGENT][NEUTRAL] The claim number is 358532-7.
[AGENT][NEUTRAL] It paid out for $80.
[AGENT][NEUTRAL] And the check number is 2036362.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. I really appreciate all your help and you have a wonderful rest of the day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that would be it. Thank you so much.
[AGENT][POSITIVE] OK. I thank you again for calling ATL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye bye