AccountId: 011433970860
ContactId: e81bca38-9f93-4660-831f-1293ffef22de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161610 ms
Total Talk Time (AGENT): 74638 ms
Total Talk Time (CUSTOMER): 52748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e81bca38-9f93-4660-831f-1293ffef22de_20250127T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from the provider's office to check on a claim status. And before we proceed, I would like to inform you that this call is being recorded for quality and training purposes. Is that OK with you?
[AGENT][NEUTRAL] OK, I can help you with claim status and may I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] It is [PII] spelled as [PII]. Initially, my last name is [PII]. And how do you spell your name?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] In cases, you're welcome. And in case this call is disconnected, [PII], may I have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] 02550289.
[AGENT][POSITIVE] Thank you and that was 02550289.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the billed amount of the claim?
[CUSTOMER][NEUTRAL] [PII] with the total bill amount of $405 even.
[AGENT][NEUTRAL] Thank you. So that's for data service of [PII] for $405.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK, I sure we received that claim on [PII]. It was processed on [PII]. We requested the primary insurance carrier explanation of benefits. Would you like the claim number?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Claim number is 354-833-9.
[CUSTOMER][NEUTRAL] OK, just a moment. Also, provide me the fax number.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] And would you also like the payer ID number?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Just the reference number for the call.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It'd be just my name in today's date. Is there anything else I can assist you with today, Kay?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your assistance and have a great day bye bye take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, thanks for calling APL bye.