AccountId: 011433970860
ContactId: 1d7e68c9-7043-41bb-a585-0df10fe4c116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137020 ms
Total Talk Time (AGENT): 41181 ms
Total Talk Time (CUSTOMER): 49567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/1d7e68c9-7043-41bb-a585-0df10fe4c116_20250403T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from provider's office. To know the claim status?
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your um facility, I'm sorry, what is the name of the patient, the date of birth, and the policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and last name is [PII] and date of birth we have is [PII].
[AGENT][NEUTRAL] OK, and then the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 2, it's 02450890.
[AGENT][NEUTRAL] Thank you and then what is um the data service?
[CUSTOMER][NEUTRAL] Date of services [PII] with the billed amount of 8 and it's $387 even.
[AGENT][NEUTRAL] OK, alright, let me look up that policy real quick.
[AGENT][NEUTRAL] Alright, and then, um, you said the charge amount was $387 even, is that correct?
[CUSTOMER][POSITIVE] Yes, you are right, $387 even.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. I'm gonna put you on a brief hold while I look up that claim for us and I'll be right back.