AccountId: 011433970860
ContactId: 0465337c-431a-4438-93b8-10c30d05060d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210270 ms
Total Talk Time (AGENT): 49717 ms
Total Talk Time (CUSTOMER): 165116 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/0465337c-431a-4438-93b8-10c30d05060d_20250226T15:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the office to check on a claim status.
[AGENT][NEUTRAL] I'm sorry, repeat your first name for me?
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][POSITIVE] Oh, we just talked OK and rather, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, it's in [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02255838 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] I will spell that. It's [PII], and the last name is [PII].
[CUSTOMER][NEGATIVE] It's too big names.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] The service is [PII].
[AGENT][NEUTRAL] I'm sorry, I need the date of date of birth.
[AGENT][NEUTRAL] First.
[AGENT][NEUTRAL] OK, and you said the date of service was [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] The tax ID I do have, it's [PII].
[CUSTOMER][NEUTRAL] Paramaal
[AGENT][NEUTRAL] Thank you for that information. I'm not showing we have that claim on file.
[AGENT][NEUTRAL] No, that's not on file. We don't have that from your um tax ID.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Not a corrected claim, not a single claim, right?
[AGENT][NEUTRAL] We don't have anything from that tax ID for this data service.
[CUSTOMER][NEUTRAL] OK, so does this number is effective on the data service? May I know that? The effective and determinate.
[AGENT][NEUTRAL] Yes, they were.
[AGENT][NEUTRAL] Yes, they were.
[AGENT][NEUTRAL] Effective date was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's still active.
[CUSTOMER][NEUTRAL] So do, did you guys accept the EMC bills or paper claims, electronic claims or paper claims?
[AGENT][NEUTRAL] Both.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. OK, thank you so much. So the reference number the same your name and just date, right? OK, thank you so much for confirming that. Bye-bye. Have a nice day. No, thank you so much.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.