AccountId: 011433970860
ContactId: 279c5769-2232-4856-bb60-10ec7d2e50a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248740 ms
Total Talk Time (AGENT): 41586 ms
Total Talk Time (CUSTOMER): 105394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/279c5769-2232-4856-bb60-10ec7d2e50a3_20250421T20:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII] calling from provider's office to check a clarification on a claim. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm doing good today you said repeat your name for me?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. It's spelled as [PII]
[AGENT][POSITIVE] Thank you for that information, [PII]. I'll be happy to assist with the claim if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, my callback is going to be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] [PII], could you please uh uh
[CUSTOMER][NEUTRAL] Yeah. Could you please spell your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. The member ID is 2581471.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] Um, I don't show.
[AGENT][NEUTRAL] What's the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, yeah, the claim was done [PII] and the bill amount is $109 even.
[AGENT][NEUTRAL] OK, um, can I have that policy number again please?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sure. Yeah, sure.
[CUSTOMER][NEUTRAL] One moment, just a moment.
[CUSTOMER][NEUTRAL] Member ID is 02581471.
[AGENT][NEUTRAL] Thank you for that. um, I'm not sure we have that claim on file.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm also not showing that we have that person.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] That we have that
[AGENT][NEUTRAL] Listed on the policy either.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I will spell the first name, last name, and the date of birth again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Patient last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[CUSTOMER][NEUTRAL] If you want, I will provide you the social security number also.
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, we don't have that person in our system.
[CUSTOMER][POSITIVE] OK. Uh thank you, [PII], for providing the information. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.