AccountId: 011433970860
ContactId: e72215e0-345d-4934-83f1-2a2f6c1d7776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222419 ms
Total Talk Time (AGENT): 63764 ms
Total Talk Time (CUSTOMER): 80397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e72215e0-345d-4934-83f1-2a2f6c1d7776_20250418T12:54_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII] here calling from provider's office. Initial the last name is [PII]. Can I have your name once again? Can you just spell it out?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] OK, I'm looking for a plan status, yeah.
[AGENT][NEUTRAL] OK, I can assist you. What's the policy number?
[CUSTOMER][NEUTRAL] Just um
[CUSTOMER][NEUTRAL] Just a moment, yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, the number is 02448572.
[AGENT][NEUTRAL] Your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what spell your first name for me, please?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII].
[AGENT][NEUTRAL] [PII], OK, and verify the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] Mm, yeah. Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information and you said that you're checking claim status. What's the date of service and the charge?
[CUSTOMER][NEUTRAL] And date of service is [PII] with the amount of $460 even.
[AGENT][NEUTRAL] Are you saying 4:13 or 4:30, 24?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just so you know you can also check status online at [PII]. Is this a professional claim or facility?
[CUSTOMER][NEUTRAL] It's a facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the hospital?
[CUSTOMER][NEUTRAL] OK, facility. Actually, I'm calling for uh medical claim only, but from a facility notho hematology oncology associates.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh yeah, I'm calling from Laha Hematology oncology Associates.
[AGENT][NEUTRAL] OK, what are the procedure codes on the claim, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, just a moment, it's 99214 it's office visit.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it's that's the only code that's on the claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't show that that claim is received for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that. Can I have the reference number for the same one?
[AGENT][NEUTRAL] My name and today's date, [PII] and anything else, Nova?
[CUSTOMER][POSITIVE] Uh, no, thank you so much for your assistance, and yeah, have a great day. Bye for now.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day as well.