AccountId: 011433970860
ContactId: 0d1964b8-f8e9-4998-9266-3aebeb87f630
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112750 ms
Total Talk Time (AGENT): 34407 ms
Total Talk Time (CUSTOMER): 62542 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0d1964b8-f8e9-4998-9266-3aebeb87f630_20250428T17:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], uh, calling from provider's office to know the claim status. Could you please help me with that?
[AGENT][NEUTRAL] I'm sorry, you said you're calling for the claim status? Yes, I can help you with that. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, would this be for the same claim or a different claim that we then we talked about?
[CUSTOMER][NEUTRAL] Uh, the same claim. Uh, I have this two CPT code with the separate bill amount. So lately, uh, I need the claim status on this. I have provided the total bill amount, uh, but it's showing that there's two CPT codes with different bill amounts. So let me check with that.
[AGENT][NEUTRAL] Sir, it doesn't, we haven't received the claim, so we don't, it doesn't matter how many CPT codes are on the claim, we don't have it. So you need to file the claim so that we can process it.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much, enough for valuable information. Mhm. OK, no problem.
[AGENT][NEUTRAL] There's no claim here.
[AGENT][NEUTRAL] All right. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, bye-bye.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This is.