AccountId: 011433970860
ContactId: 0b5f4d6d-0dc3-401a-bb94-067fa14140c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167009 ms
Total Talk Time (AGENT): 73097 ms
Total Talk Time (CUSTOMER): 52811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0b5f4d6d-0dc3-401a-bb94-067fa14140c0_20250220T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, can I get a claim status?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02437720.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] No, it's for health. I don't know why you gave us a dental card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show a medical policy. Give me one moment.
[CUSTOMER][POSITIVE] Thank you, I appreciate
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can give you that policy number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 243-771-8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what was the date of service and amount of charge?
[CUSTOMER][NEUTRAL] [PII] for $2150.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. I don't show we received that claim, but um showing the patient's policy.
[CUSTOMER][NEUTRAL] I would assume it's because of the policies.
[AGENT][NEUTRAL] Uh, no, because if a claim came in, even though it probably had a different policy number, they would still verify, um, yes, ma'am, but I don't show it's been received and the patient's policy termed on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, process it, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] [PII]. OK, sounds good.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] All right. And then you have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, sounds good. Thank you for your help.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.