AccountId: 011433970860
ContactId: 0e541572-4322-4530-9d11-8a61a799ad61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170199 ms
Total Talk Time (AGENT): 32157 ms
Total Talk Time (CUSTOMER): 92942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0e541572-4322-4530-9d11-8a61a799ad61_20250617T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Last initial is [PII], and I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Hi, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. My callback number is
[CUSTOMER][NEUTRAL] [PII]. And [PII], can you please help me with your last initial?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much for that.
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, which is 01825985.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And data service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and the date of service uh uh bill amount is $24,0064.
[CUSTOMER][NEUTRAL] What you got it.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][POSITIVE] Correct, certainly that's the right one.
[AGENT][NEUTRAL] I don't show the claim on file, but this policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And sir, how uh policies is eligible for?
[CUSTOMER][NEUTRAL] I mean, the policy starting date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And term on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is there any other insurance active for the date of service for the patient?
[AGENT][NEUTRAL] Uh, no, I don't show any other insurance.
[CUSTOMER][NEUTRAL] No other insurance, right. No issues and since the policy is not active for the date of service, so I'm done for the call. And can you please provide me the call reference number?
[AGENT][NEUTRAL] That's my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Got it. Then no issue, [PII]. I'm done with the call. Thank you so much for giving me the information and bye for now. Take care.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.