AccountId: 011433970860
ContactId: 24aa4d72-cc61-40cb-80b6-9df76c69415b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138839 ms
Total Talk Time (AGENT): 48707 ms
Total Talk Time (CUSTOMER): 47888 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/24aa4d72-cc61-40cb-80b6-9df76c69415b_20250106T17:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from provider's office, checking the status of a claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the claim. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 02521747.
[AGENT][NEUTRAL] OK, let me look her up.
[CUSTOMER][NEUTRAL] Did you say your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is um the data service for carry?
[CUSTOMER][NEUTRAL] She has um two bills for the same day, but different amounts. The first one is for 1,213.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[AGENT][NEUTRAL] For that one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the charge amount after primary paid their part?
[CUSTOMER][NEUTRAL] Oh, so you all are not primary.
[AGENT][NEUTRAL] No, ma'am. We're secondary.
[CUSTOMER][NEUTRAL] Do you show Blue Cross is being primary?
[AGENT][NEUTRAL] I don't have her primary, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I have to locate, um, is there a call reference?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.