AccountId: 011433970860
ContactId: f4a0155f-6500-4c59-a87c-3cd737944ced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149330 ms
Total Talk Time (AGENT): 62423 ms
Total Talk Time (CUSTOMER): 49198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f4a0155f-6500-4c59-a87c-3cd737944ced_20250211T21:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Southwest Medical. I'm calling on, uh, calling on behalf of [PII].
[AGENT][NEUTRAL] OK, and are you needing benefits, claim status, eligibility? OK. Uh, Ms. Niece, what is that policy number, please?
[CUSTOMER][NEUTRAL] Claims.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 01828941
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said for [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and verify his date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling from provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] charge amount was $384.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Um, looks like it's $30.
[AGENT][NEUTRAL] OK, wait one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Southwest Medical Associates.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, show that claim processes, office visits are not covered, and for the procedure, um,
[AGENT][NEUTRAL] Primary paid in full. So for the office visit it's not covered under the plan and for the procedure in office, uh, primary paid in full.
[CUSTOMER][NEUTRAL] OK, uh, is there a reference number for this call?
[AGENT][NEUTRAL] No, ma'am. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And your name again was?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye you too bye.