AccountId: 011433970860
ContactId: f04940f5-e7fa-4938-bd41-6403e00ef5a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185869 ms
Total Talk Time (AGENT): 67688 ms
Total Talk Time (CUSTOMER): 37277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/f04940f5-e7fa-4938-bd41-6403e00ef5a4_20250501T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I'm sorry, [PII], did you say you were needing to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number? You have just one claim. Is that correct? You said a claim?
[CUSTOMER][NEUTRAL] 01648436.
[AGENT][NEUTRAL] OK, [PII], did you say that that you only have one claim to check status on? Is that correct?
[CUSTOMER][NEUTRAL] Yes, only one, only one, yes.
[AGENT][NEUTRAL] Yes, ma'am. OK. And again, the policy number is 01648436. Was that correct?
[CUSTOMER][POSITIVE] Yes, yes, right.
[AGENT][NEUTRAL] OK thank you one moment please while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information [PII] that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is uh $6,391 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this claim was received. The received date was [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Uh, ma'am, one minute, ma'am, one minute.
[CUSTOMER][NEUTRAL] And what was the CD?
[AGENT][NEUTRAL] I'm so sorry, but I can barely hear you. There's some background noise that's drowning you out. What was your question, [PII]?