AccountId: 011433970860
ContactId: 0775b3c1-2db8-431f-a40c-8ffe42646c6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131580 ms
Total Talk Time (AGENT): 55879 ms
Total Talk Time (CUSTOMER): 52122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0775b3c1-2db8-431f-a40c-8ffe42646c6e_20250305T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm following up on the status of a claim.
[AGENT][NEUTRAL] Yes ma'am, I can assist you with client status. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] initial A callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 01.
[CUSTOMER][NEUTRAL] 796173
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And now I need the date of service and bill charges for the client.
[CUSTOMER][NEUTRAL] Um, the data service is 10-15-2024.
[CUSTOMER][NEUTRAL] For $325 it was filed primarily to Aetna and left a $100.
[CUSTOMER][NEUTRAL] Let me see what this $100 is what I'm looking for.
[CUSTOMER][NEUTRAL] I it looks like copay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service was 10-15-24.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. Actually, I'm not showing that claim on file, but um also let me advise you that the effective date on this policy was [PII] and it expired on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK, I didn't have a current card, so that's what I was thinking, OK, and can I get a reference for that?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you very much [PII].
[AGENT][POSITIVE] Thank you again, [PII], for calling ATL. You have a great day. Mhm. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.