AccountId: 011433970860
ContactId: f5179eb4-f724-46b7-bae4-ed6d23d8f091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244979 ms
Total Talk Time (AGENT): 105149 ms
Total Talk Time (CUSTOMER): 47692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f5179eb4-f724-46b7-bae4-ed6d23d8f091_20250613T19:00_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so, good afternoon. This is [PII] calling from Monsigning Medical Center. I need claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That would be 02501736.
[AGENT][NEUTRAL] I'm sorry, that was 17, what's the last two digits?
[CUSTOMER][NEUTRAL] 36.
[AGENT][NEUTRAL] 36. OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And may I have the date of service and the amount of the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] For [PII] with the billed amount $69,0058.41.
[AGENT][NEUTRAL] All right, and that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right, and for the future, you can check claim status online through our website at [PII] and that's just optional. And let me see if this is your claim. It doesn't look like that, but let me double check just to make sure.
[AGENT][NEUTRAL] Oh, we probably don't have it, um.
[CUSTOMER][NEUTRAL] [PII] was 5.
[CUSTOMER][NEUTRAL] Um 6:10.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if there's anything pending. Uh, I do have some pending charges. Let me look at these pending claims. OK, one moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 19, yes, it was received on [PII] and it's in line to be processed. It has not been processed yet. Processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] And you need to be.
[CUSTOMER][NEUTRAL] Do you have the claim number or I?
[AGENT][NEUTRAL] Not yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What would be the reference number?
[AGENT][NEUTRAL] OK, um, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] You, you as well, and thank you for calling APL. Bye-bye.