AccountId: 011433970860
ContactId: ef3622ac-5cd5-41e3-a354-6826209d1d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204289 ms
Total Talk Time (AGENT): 89976 ms
Total Talk Time (CUSTOMER): 53166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ef3622ac-5cd5-41e3-a354-6826209d1d19_20250619T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling for a claim status, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] Is that [PII]
[AGENT][NEUTRAL] OK, thank you for that and what is your callback number please if disconnected?
[CUSTOMER][POSITIVE] [PII], that's correct.
[AGENT][POSITIVE] Thank you so much for that. And what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 02606942 ML 8.
[AGENT][NEUTRAL] OK, thank you. Let me just repeat that to you. I have that as 02606942 ML8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the policy number, thank you, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for the verification process and you're calling for claim status. Give me one second.
[AGENT][NEUTRAL] I can help you and what is that date of service and the total charge amount please?
[CUSTOMER][NEUTRAL] Uh, this is from [PII]. Uh, building amount was $437.58.
[AGENT][NEUTRAL] OK, that was [PII] the charge amount $437.58.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And also says that you're able to check claim status by visiting our secure portal at [PII].
[AGENT][NEUTRAL] And on that website you're able to also print out and it will be if you need that as well. Uh, give me one moment. I believe we
[AGENT][POSITIVE] Yes, we received the claim and the payment was processed and let me give you the payment for you.
[AGENT][NEUTRAL] Shows that it processed today with the payment of $46.94.
[CUSTOMER][NEUTRAL] OK, can I have the claim number, please?
[AGENT][NEUTRAL] Of course. 361-4692.
[CUSTOMER][NEUTRAL] 361-4692
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And process
[CUSTOMER][NEUTRAL] Alright, is there a check number yet?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No, I was about to say a check number has not been generated yet. Um, checks should print out later this evening. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, thank you so much. I'll look it up with the claim number now on the portal. I, I just can't search.
[CUSTOMER][NEUTRAL] Um, without the claim number. All right, thank you. Is there a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, [PII]. Uh, we do not use your reference numbers. You can use my name and today's date. Again, my name is [PII]. My last initial is [PII] Anything else I can help you with, please?
[CUSTOMER][POSITIVE] That's it. Thank you. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Take care, bye.