AccountId: 011433970860
ContactId: fd768f24-471b-41a4-89fa-17ed4ac90675
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423679 ms
Total Talk Time (AGENT): 122271 ms
Total Talk Time (CUSTOMER): 70004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/fd768f24-471b-41a4-89fa-17ed4ac90675_20250206T16:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 023-27716.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were calling for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII]. Hold on one moment.
[AGENT][NEUTRAL] OK, what is one of the procedure codes that was on that claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Procedure code is D0210D0150.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like that was paid on 9.
[AGENT][NEUTRAL] 10 of 24.
[CUSTOMER][NEUTRAL] 1024.
[AGENT][NEUTRAL] 9, 1024.
[CUSTOMER][NEUTRAL] Month? Which month?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 10th
[CUSTOMER][NEUTRAL] Except
[AGENT][NEUTRAL] Of 24.
[CUSTOMER][NEUTRAL] OK. May I know the claim due date?
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was received 94 of 24 and paid 910.
[CUSTOMER][NEUTRAL] Processed it.
[AGENT][NEUTRAL] 191024.
[CUSTOMER][NEUTRAL] 191
[CUSTOMER][NEUTRAL] May I know how many dollars paid?
[AGENT][NEUTRAL] $64.80.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] Singular bulk check?
[AGENT][NEUTRAL] Single, we do not issue bulk checks.
[CUSTOMER][NEUTRAL] May I know the check number?
[AGENT][NEUTRAL] 2,001,160
[AGENT][NEUTRAL] And it cleared our bank on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] 3502829
[CUSTOMER][NEUTRAL] Could you please spell your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Sorry, repeat one more time.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] No. Ew.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Could you please send the copy of the UB through fax?
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][POSITIVE] OK, I can fax it to you. Have a good day, [PII] and.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Thank you for calling APL, [PII].
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK. Then starting with you, right? Your name, [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] As in male, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so much. You'll be sent?
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.