AccountId: 011433970860
ContactId: 0632871b-fd35-498e-8482-11c18f340e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247380 ms
Total Talk Time (AGENT): 61509 ms
Total Talk Time (CUSTOMER): 75217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0632871b-fd35-498e-8482-11c18f340e4c_20250507T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office to check claim status.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on the claim status. What's the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 01659.
[CUSTOMER][NEUTRAL] 528 ML 8.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Patient first name is [PII], last name is [PII], and date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] [PII] for $215 even.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't show any
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Don't show any claims on file for that billed amount of 215.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 215. You don't have any claim on file?
[AGENT][NEUTRAL] Not that I see, no.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] I'll just confirm mailing address which I have. It's [PII] [PII]. Correct?
[AGENT][NEUTRAL] No, that is incorrect. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and patient is active for the rate of service?
[AGENT][NEUTRAL] Yes, they are.
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Please help me with the reference number.
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your help. I'm done with the claim. Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.