AccountId: 011433970860
ContactId: 2708451d-0c04-41e2-bd02-9d89a08c8ef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139080 ms
Total Talk Time (AGENT): 43880 ms
Total Talk Time (CUSTOMER): 38338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/2708451d-0c04-41e2-bd02-9d89a08c8ef1_20250512T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to get claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII], and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, yeah, I have 01989473 M as in Mary, L Lima 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, data service is [PII], and it's $1,518.
[AGENT][NEUTRAL] OK, looks like we received that on [PII]. Process 16-2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, benefits are only payable if major medical provides benefits. If it's later processed by major medical, please send an explanation of benefits showing benefits were paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and then do you have a claim number?
[AGENT][NEUTRAL] Yes, claim number 3548203.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name, D as in [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that's it. Thanks.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.