AccountId: 011433970860
ContactId: 14ab3eb1-ea4b-4164-bf02-c018cd9ec892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171839 ms
Total Talk Time (AGENT): 62587 ms
Total Talk Time (CUSTOMER): 60244 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/14ab3eb1-ea4b-4164-bf02-c018cd9ec892_20250319T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi this this is [PII] from Pro's office calling for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Give me one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 021.
[CUSTOMER][NEUTRAL] 543
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] M as in Mike. I as in India 8.
[AGENT][NEUTRAL] OK. Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII] is your direct line. Could you spell the name, please?
[AGENT][NEUTRAL] Sure, [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Date of is [PII].
[CUSTOMER][NEUTRAL] 33 0 25 total bill is $344343 even.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] one moment.
[AGENT][NEUTRAL] OK, and what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Providers office name is Vital MD Group Holdings LLC.
[AGENT][NEUTRAL] OK, I'm showing that claim process is service rendered after the policy terminated.
[CUSTOMER][NEUTRAL] OK, uh, could you
[AGENT][NEUTRAL] The policy terminated 71 of 23.
[CUSTOMER][NEUTRAL] 71. And when did it was effective on?
[AGENT][NEUTRAL] Uh, effective date of [PII].
[CUSTOMER][NEUTRAL] OK and it's on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you for this information. Could you provide me a call reference number for this?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date, and [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's for today. Thank you so much, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] You're welcome. Thanks for calling. You too bye bye.