AccountId: 011433970860
ContactId: 2d17928a-da6a-4608-80b6-939dd337b841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111459 ms
Total Talk Time (AGENT): 31479 ms
Total Talk Time (CUSTOMER): 34472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2d17928a-da6a-4608-80b6-939dd337b841_20250613T17:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII]. That's a direct line, no extension.
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One claim.
[AGENT][NEUTRAL] OK. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 02254744.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] first and last name.
[CUSTOMER][NEUTRAL] Patient's first name is?
[CUSTOMER][NEUTRAL] [PII] and last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Hello.