AccountId: 011433970860
ContactId: e9c46d96-fab5-49ad-bf11-e5854af42370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215979 ms
Total Talk Time (AGENT): 91481 ms
Total Talk Time (CUSTOMER): 51380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e9c46d96-fab5-49ad-bf11-e5854af42370_20250603T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from a provider's office. I'm calling to check to see if you guys see the claim and to get the status of the claim.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] Last name is [PII] Call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, um, policy number for this patient is 025453559.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Um, it's gonna be $222 to 223 25 for $682.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] OK, you said from $222 to 223 for $682?
[CUSTOMER][NEUTRAL] Yes, 682, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. We received that claim on.
[AGENT][NEUTRAL] We received the claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the claim number is 3581148.
[AGENT][NEUTRAL] And I'm showing that the benefit went to the deductible um under this policy, there is a.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] There's a $3000 deductible, and that's where the benefit went, went, and let's see how much did it pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, $208.65.
[CUSTOMER][NEUTRAL] You guys pay 285?
[AGENT][NEUTRAL] Um, $208.65.
[AGENT][NEUTRAL] That's how much, no, we didn't pay that much. That's how much went to the policy's deductible. The policy has a $3000 deductible. Mhm.
[CUSTOMER][NEUTRAL] That's what you guys paid?
[CUSTOMER][POSITIVE] Got you, got you, got you, got you.
[CUSTOMER][POSITIVE] OK, OK, cool.
[CUSTOMER][NEUTRAL] Can I get a call reference please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Mm thank you.