AccountId: 011433970860
ContactId: 09b20303-7132-4794-b301-11ff4ff58525
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170300 ms
Total Talk Time (AGENT): 59945 ms
Total Talk Time (CUSTOMER): 80937 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/09b20303-7132-4794-b301-11ff4ff58525_20250331T14:56_UTC.wav
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[CUSTOMER][POSITIVE] You get your OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] So yes, I'm calling to get the status of the claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Yes, I do, it is.
[CUSTOMER][NEUTRAL] 02506174
[AGENT][POSITIVE] All right. Thank you so much. And then if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And that number is [PII].
[AGENT][POSITIVE] Thank you so much, [PII], and then if I can get patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Alright and then date of service.
[CUSTOMER][NEUTRAL] Yes, data service is [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] $15,543.
[CUSTOMER][NEUTRAL] No, that's my one. Hold on, that's his wife. Hold on, his one is $5,0013.
[AGENT][NEUTRAL] 5013.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Do we have any other amount after the primary paid?
[CUSTOMER][NEUTRAL] It is $2,54.98.
[AGENT][NEUTRAL] OK, not showing any claims on file for that amount.
[CUSTOMER][NEUTRAL] Mhm let me see.
[CUSTOMER][NEUTRAL] Uh, let me check something right quick.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I'm, I'm checking to see when they say the claim went out, um.
[CUSTOMER][NEUTRAL] American public. We just got accepted on [PII], that's why, and it was since since.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm, it was since, since January. So that's probably why cause it just went out [PII].
[AGENT][NEUTRAL] Oh, OK, yeah, it's just not showing on our side.
[CUSTOMER][NEUTRAL] And it was since since, yeah.
[CUSTOMER][NEUTRAL] And I have one for his wife. Oh, let me check right quick because it's saying it was sent since.
[CUSTOMER][NEGATIVE] January, but it wasn't OK. I'll just update this account looks like both of them just went out.
[AGENT][POSITIVE] OK. All right. Not a problem. Is there anything else?
[CUSTOMER][NEUTRAL] No, just can I get your name and reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] My last initial is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye.