AccountId: 011433970860
ContactId: 20f9aaee-5a39-4722-b208-642e7c6a7092
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122809 ms
Total Talk Time (AGENT): 46848 ms
Total Talk Time (CUSTOMER): 36541 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/20f9aaee-5a39-4722-b208-642e7c6a7092_20250128T17:51_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 Total A access urgent care to get a status update on a claim.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patients policy number is.
[CUSTOMER][NEUTRAL] 01660281 [PII]
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Hm, patient's name is [PII]. Uh, date of birth is [PII]. They are dependent.
[AGENT][POSITIVE] Thank you so much data service.
[CUSTOMER][NEUTRAL] 6 1124.
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] Total bill amount was $318.
[AGENT][NEUTRAL] One moment, let me see what we got here.
[AGENT][NEUTRAL] And just to confirm, uh, [PII] Data Service was 611 of 24, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and get it resubmitted then. Can I have a reference number for the call?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial and then today's date. My name again is [PII], which is [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.