AccountId: 011433970860
ContactId: 167907da-0f23-436b-8c47-c2a436630f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309790 ms
Total Talk Time (AGENT): 89437 ms
Total Talk Time (CUSTOMER): 46119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/167907da-0f23-436b-8c47-c2a436630f03_20250417T19:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have 2 claims I need to check on.
[AGENT][NEUTRAL] OK, I can help you with claim status today. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII], what is a good policy number?
[CUSTOMER][NEUTRAL] 01 01823108 ML 8.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII]'s first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and then what is the charge amount and the date of service?
[CUSTOMER][NEUTRAL] Data service 127 25 total charge 3,845.
[AGENT][POSITIVE] OK, perfect. Thanks.
[AGENT][NEUTRAL] OK, so I am not seeing a claim on file for data service 12725.
[CUSTOMER][NEUTRAL] OK. Let me check on this other patient.
[AGENT][NEUTRAL] Yeah, of course. What is the policy number?
[CUSTOMER][NEUTRAL] 01611717 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] That rate is 62282.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] The data service 3725 total charge 3,845.
[AGENT][NEUTRAL] OK, so it looks like we paid this claim in the amount of $760.60.
[CUSTOMER][NEUTRAL] OK, what's the claim number and the track number.
[AGENT][NEUTRAL] Yes, it is, the claim number is 358-8611.
[AGENT][NEUTRAL] In just a moment, I'll pull up that check number for you.
[AGENT][NEUTRAL] And the check number is 203.
[AGENT][NEUTRAL] 8937.
[CUSTOMER][NEUTRAL] And that was the show to one.
[AGENT][NEUTRAL] Sorry, what was that?
[CUSTOMER][NEUTRAL] When was the check issued?
[AGENT][NEUTRAL] OK, let me go back.
[AGENT][NEUTRAL] And then what provider's office are you calling from? I just wanna double check.
[CUSTOMER][NEUTRAL] At the surgery and endoscopy center.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so it looks like the received date was [PII] and the process date was [PII].
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] Thank you. You too.