AccountId: 011433970860
ContactId: 09d90ca8-cde6-4be8-aec9-9355dd49361a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124269 ms
Total Talk Time (AGENT): 38928 ms
Total Talk Time (CUSTOMER): 41600 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/2025/04/23/09d90ca8-cde6-4be8-aec9-9355dd49361a_20250423T13:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim denied.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it said that and the extension is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 0229800008.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What data service was it for?
[CUSTOMER][NEUTRAL] It's [PII]. The amount is $310 even.
[AGENT][NEUTRAL] And what's the procedure code?
[CUSTOMER][NEUTRAL] It's 88305.
[AGENT][NEUTRAL] OK, we did get that claim in. this policy canceled [PII].
[CUSTOMER][NEUTRAL] OK, thank you for that. Can I get the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Could you please spell me your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.