AccountId: 011433970860
ContactId: e252fb98-a97b-44e8-b436-7e0d10249572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265410 ms
Total Talk Time (AGENT): 74506 ms
Total Talk Time (CUSTOMER): 100385 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e252fb98-a97b-44e8-b436-7e0d10249572_20250530T21:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] calling from doctor's office, and I need to check the claim status for my patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] Name is [PII] And could you spell your name for me, please?
[AGENT][NEUTRAL] [PII] last initial [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have here is
[CUSTOMER][NEUTRAL] 00994158.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name on file is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] and the charge amount was $265 even.
[AGENT][NEUTRAL] And the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] The balance amount is uh
[CUSTOMER][NEUTRAL] $50 even.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Also for Agentar.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it showed the claim processed on [PII] and the check was mailed any amount of $50.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know the check number, please?
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 204-470-5
[CUSTOMER][NEUTRAL] OK, it's check number is 20447005, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] This is issued on [PII]. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Could you please verify the page address for me?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, that's correct. Just give me one moment please.
[CUSTOMER][NEUTRAL] OK. Finally, is this a single payment or a bulk one?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And do you have any clear date on your file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Is this still out of?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is this still outstanding?
[CUSTOMER][NEUTRAL] Being knock us
[AGENT][POSITIVE] It's still outstanding, correct.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And what is the validity of this check?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Um, what is the validity date for the 6, the expiry date?
[AGENT][NEUTRAL] Well, it's not really expiry date, just have 120 days, I believe.
[CUSTOMER][NEUTRAL] [PII] days. OK, got it.
[CUSTOMER][POSITIVE] Thank you so much for your information. OK. Can I get the reference number for this call, please?
[AGENT][POSITIVE] Uh-huh. Alright, you're welcome.
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright, thanks so much have a great day bye bye.
[AGENT][NEUTRAL] Mhm.