AccountId: 011433970860
ContactId: 198a2c3c-f40c-42e7-97a4-e9590dbecb18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215750 ms
Total Talk Time (AGENT): 46240 ms
Total Talk Time (CUSTOMER): 54941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/198a2c3c-f40c-42e7-97a4-e9590dbecb18_20250430T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] Yeah, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] 02446504
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And the patient's name is [PII] and the last name is best friend. And the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] It's [PII]. And the total charges?
[CUSTOMER][NEUTRAL] One second. And the total charges is $4,213 even.
[AGENT][NEUTRAL] OK, looks like we received that claim on.
[AGENT][NEUTRAL] 1125, 24.
[AGENT][NEUTRAL] Process 1126, 24.
[AGENT][NEUTRAL] Uh, it looks like we needed the copy of the explanation of benefits. Do you know if that was sent?
[CUSTOMER][NEUTRAL] Yeah, from our end, we have already sent you, could you please check whether you received or not?
[AGENT][NEUTRAL] Uh, do you know what date it was sent?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] Uh, yeah, it was sent on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I don't show that we've received it. Could you resend that?
[CUSTOMER][NEUTRAL] Yeah, sure. Could you please provide me the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] OK. Sure. We will resend that. Could you please provide me your name and also the card reference number?
[AGENT][NEUTRAL] My name is [PII]. It's [PII] and call reference is my name is [PII] plus today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day. Bye.