AccountId: 011433970860
ContactId: 01ef8454-6a31-40df-a456-b430a84cdb1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276200 ms
Total Talk Time (AGENT): 79168 ms
Total Talk Time (CUSTOMER): 88884 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/01ef8454-6a31-40df-a456-b430a84cdb1d_20250108T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling you from the provider's office. And I'm looking for a claim status. Your first name is [PII], right? Like a month?
[AGENT][POSITIVE] You are so correct, [PII]. Can I get a callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Cack number is [PII]. It is a direct line. There's no extension.
[AGENT][NEUTRAL] Can you please provide me with the policy number of the member you're calling about?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And sorry, your voice is breaking, sorry?
[AGENT][NEUTRAL] May I have the policy number of the policyholder that you're calling about?
[CUSTOMER][NEUTRAL] Mhm. 01753781 and [PII], number 8.
[AGENT][NEUTRAL] Can you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. This member name, it's [PII]. Date of birth, it's [PII].
[AGENT][NEUTRAL] Thank you so much for that information, [PII]. You're calling today for claim status. Could you please provide me with the date of service of the claim you're calling about?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. You have service for the claim, which is [PII] sorry, it's [PII].
[CUSTOMER][NEUTRAL] Through [PII].
[CUSTOMER][NEUTRAL] For the charge amount is $477.66.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Uh, oh no I.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I'm OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to find a claim.
[AGENT][NEUTRAL] So I don't have a claim on file for that data service.
[AGENT][NEUTRAL] Are you still with me, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm with you. So you don't have a claim for [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And can I get also this patient policy effective date?
[AGENT][NEUTRAL] Um, [PII]. The policy is currently active. The policy number that you would need to use for this data service would be 2203.
[CUSTOMER][NEUTRAL] 464.
[AGENT][NEUTRAL] 915. [PII], is there anything else I can verify for you today?
[CUSTOMER][NEUTRAL] I know, uh, also, uh, can you just verify the claim mailing address?
[AGENT][NEUTRAL] [PII]. That's located in [PII], [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you so much for this help and assistance and yeah, I, I'm done with all my questions to you. You can just proceed with the reference number of this call.
[AGENT][NEUTRAL] It will be my name in today's date.
[CUSTOMER][POSITIVE] Sounds great. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.