AccountId: 011433970860
ContactId: 2766ae9b-e1bf-47f5-a151-88579885b46a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184660 ms
Total Talk Time (AGENT): 54346 ms
Total Talk Time (CUSTOMER): 57757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2766ae9b-e1bf-47f5-a151-88579885b46a_20250127T17:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, I was calling to follow up on a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII] if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 616-557
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] His date of service is gonna be um [PII].
[AGENT][POSITIVE] Thank you for that information. One moment.
[AGENT][NEUTRAL] OK, I'm sure I
[AGENT][NEUTRAL] Payment was made in the amount of $65.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And does that come
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Uh, [PII], that was when the payment was made.
[CUSTOMER][NEUTRAL] And does it come to the providers?
[AGENT][NEUTRAL] It went to yes SR [PII] LLC.
[CUSTOMER][NEUTRAL] OK, um, and I have one more patient. Can you help me with that one?
[AGENT][NEUTRAL] OK, let me notate this account one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] Is 718156
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, I'm showing a payment was made in the amount of $90.
[AGENT][NEUTRAL] And that was payment was made on [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And those were they sent to [PII]?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] No, I'm showing they were sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's perfectly fine and we should be receiving them soon.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.