AccountId: 011433970860
ContactId: 250bce41-b7a9-4f0b-9407-70a0d6f65604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216050 ms
Total Talk Time (AGENT): 46761 ms
Total Talk Time (CUSTOMER): 71600 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/250bce41-b7a9-4f0b-9407-70a0d6f65604_20250107T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] AP. This is. How can I help you? Yeah, hi there. This is uh calling from office to check on a claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You today what is the policy number? The policy number is 941642.
[AGENT][NEUTRAL] I'm sorry, the phone's cutting out. Can you repeat that one more time?
[CUSTOMER][NEUTRAL] Sorry, the phone's repeat that one more time.
[CUSTOMER][NEUTRAL] The policy number is 1941642.
[AGENT][NEUTRAL] OK, so I caught 901642.
[CUSTOMER][NEUTRAL] OK, so I got 901642.
[CUSTOMER][NEUTRAL] No, uh, it is 1941642.
[AGENT][NEUTRAL] Thank you for that. What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the patient's name is [PII] and the date of birth is on [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] Sure. The data service is on
[CUSTOMER][NEUTRAL] [PII] with the total bill amount of $700 even.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Do we have an amount after the primary?
[CUSTOMER][NEUTRAL] Yes, it's $131.59.
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Right, so the claim was received on [PII].
[CUSTOMER][NEUTRAL] Right, the one received the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of 13159.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim is processed [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, may I have a claim number?
[CUSTOMER][NEUTRAL] Hi, are you there?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?