AccountId: 011433970860
ContactId: e8419892-3174-499b-8faf-c879fe81b2e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188449 ms
Total Talk Time (AGENT): 68466 ms
Total Talk Time (CUSTOMER): 65795 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e8419892-3174-499b-8faf-c879fe81b2e4_20250505T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from the provider's office. I would like to check claim status, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Of course, it's [PII], initial for my last name is [PII].
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] And may I have the provider's billing name?
[CUSTOMER][NEUTRAL] Dora Imaging Institute LLC.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02477145
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much [PII], for verifying the policy. You're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] The original amount bill was $6890.38.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I did pull that information up for you and it does show that we did receive that claim on.
[AGENT][NEUTRAL] 421 [PII]. That claim was processed on [PII].
[AGENT][NEUTRAL] That claim number is 3592.
[AGENT][NEUTRAL] 356. It shows that it did make a payment in the amount of $693.54.
[CUSTOMER][POSITIVE] Perfect. By any chance, you have the claim in the check number?
[AGENT][NEUTRAL] Yes, the check number is 204.
[AGENT][NEUTRAL] 0371.
[CUSTOMER][NEUTRAL] Uh, it's a single check or is it a book amount?
[AGENT][NEUTRAL] A single chick.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I was issued the [PII], right?
[AGENT][NEUTRAL] Yes, issued on [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's all, thank you so much. I hope you have a great week, OK?
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Same to you and thank you so much for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][POSITIVE] Thank you, bye.