AccountId: 011433970860
ContactId: defa3afc-f000-499a-b50c-9013ec325d1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220889 ms
Total Talk Time (AGENT): 82132 ms
Total Talk Time (CUSTOMER): 77343 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/defa3afc-f000-499a-b50c-9013ec325d1f_20250422T16:05_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, could you repeat your name?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK. Hi. My name is [PII]. I'm calling from provider's office. Actually, I want to check up on the claim status, so could you please help me with it?
[AGENT][NEUTRAL] Sure, [PII]. I can assist you with claim status. Um, first, could I get a little callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] A good callback number just in case we're, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. And now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So policy number is 023.
[CUSTOMER][NEUTRAL] 89952.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, it is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yeah, it is 125 $2024 and total charge amount is $72 even.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You said that was for 125 2024 and total bill charges is $75?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, it is 125 2024.
[CUSTOMER][NEUTRAL] And total charge amount is $72 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I'm showing that that claim number is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 34
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 29564.
[AGENT][NEUTRAL] Um, we received the claim on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We received the claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the payment, the $25 payment on this claim went towards the policy's $100 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a second please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So could you please provide me the reference number?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number. And again, my name is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] again for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.