AccountId: 011433970860
ContactId: f5973b92-d017-4ba0-99cb-cceab944c141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243179 ms
Total Talk Time (AGENT): 105111 ms
Total Talk Time (CUSTOMER): 141512 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f5973b92-d017-4ba0-99cb-cceab944c141_20250305T18:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office.
[AGENT][NEUTRAL] Hi, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] It's a claim status.
[AGENT][NEUTRAL] OK, you're calling to check claim status we can help you with that information and what is the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, you're calling to check my status with that information and what is the policy number and a good phone number in case we're disconnected? The policy number is 020.
[CUSTOMER][NEUTRAL] 03015, M as in Mary, L as in Lima, 8 as in sorry, 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. You said that you're checking claim status?
[CUSTOMER][POSITIVE] you said that you're checking status. Yes, you're right.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK, and now if you could give me the date of service and the total charge.
[CUSTOMER][NEUTRAL] OK, and now if you could give me the date of service and the total charge.
[CUSTOMER][NEUTRAL] [PII] with the build amount of $1,694 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I'm gonna give you the correct policy number that falls within this date of service. Let me know when you're ready.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I never get calls within this data service. Let me know when you're ready. Yeah.
[AGENT][NEUTRAL] That number is 246.
[CUSTOMER][NEUTRAL] Number is 246.
[AGENT][NEUTRAL] 77676.
[CUSTOMER][NEUTRAL] 77676.
[AGENT][NEUTRAL] And we're looking for date of service [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For 1,694.
[CUSTOMER][NEUTRAL] 1694.
[AGENT][NEUTRAL] I do show that we did receive the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Have you show that we did receive the claim.
[AGENT][NEUTRAL] Uh, this was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, this was on [PII].
[AGENT][NEUTRAL] Uh, processed on [PII].
[CUSTOMER][NEUTRAL] All 6 2024.
[AGENT][NEUTRAL] I'm not showing a payment was made. Um, the explanation of benefits cites that benefits are payable major medical insurance provider provides benefits. Um, if this claim is later paid by your major medical insurance, please send the explanation of benefits showing benefits were paid.
[CUSTOMER][NEUTRAL] Not showing the payment was made. Um, the explanation of benefits like that benefits are payable medical insurance provider provides benefits.
[CUSTOMER][NEUTRAL] This claim is later paid by your major medical insurance, please the expedition have been showing benefits were paid. OK.
[AGENT][NEUTRAL] Um, the claim number.
[CUSTOMER][NEUTRAL] Um, the claim number.
[AGENT][NEUTRAL] It's 353-813-7.
[CUSTOMER][NEUTRAL] It's 353-813-7.
[AGENT][NEUTRAL] And [PII], you can also check your status online at [PII].
[CUSTOMER][NEUTRAL] And [PII], you can also check your status online at [PII].
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Um, may I, may I have your name and call reference number for this call?
[AGENT][NEUTRAL] Uh, you'll use my name and state as your reference [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] Can you use my name as reference and her last name is [PII]. Can you please repeat that your name? I didn't listen.
[AGENT][NEUTRAL] Pronounced [PII]. It's spelled [PII]. First initial and last name is [PII].
[CUSTOMER][NEUTRAL] But now.
[CUSTOMER][NEUTRAL] Yeah, it's in [PII], first initial and last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye-bye. Nothing else, thank you.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Calling APL have a good day. Bye.