AccountId: 011433970860
ContactId: 168307cf-a2c5-48dd-99e5-4637c0b61b4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120949 ms
Total Talk Time (AGENT): 54586 ms
Total Talk Time (CUSTOMER): 35829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/168307cf-a2c5-48dd-99e5-4637c0b61b4c_20250106T19:19_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]. I'm calling from doctor's care with the provider wanted to see if you can help me with claim status on a patient.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02555519
[AGENT][NEUTRAL] OK, let me pull this up here, one moment.
[AGENT][NEUTRAL] And if I could please have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and then what is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for 1021 $24 for $460.
[AGENT][POSITIVE] OK, thank you so much. Let's see.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Alright, and [PII], just to confirm we're checking for a medical claim, yes?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, um, I'm not showing any claims on file for that date of service. The patient was active. The effective date on their policy is [PII].
[CUSTOMER][NEUTRAL] OK, seems like we just need to remail this claim to you. Apparently you didn't get it. OK, I can do that. Is there a reference number for the call with you today?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is going to be my name with my last initial and today's date. My name again is [PII], that's spelled [PII] Last initial to my name is going to be [PII].
[CUSTOMER][POSITIVE] All right, I thank you so very much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You do the same. Bye bye.
[AGENT][NEUTRAL] Bye-bye.