AccountId: 011433970860
ContactId: 2e36c9bf-392c-4ebf-9811-2e41bd90b160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141300 ms
Total Talk Time (AGENT): 49930 ms
Total Talk Time (CUSTOMER): 63619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2e36c9bf-392c-4ebf-9811-2e41bd90b160_20250210T18:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] take it back
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim. I didn't catch your name. What's your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And also if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is
[CUSTOMER][NEUTRAL] 02458509
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of the service?
[CUSTOMER][NEUTRAL] [PII] bill amount is $1,895 even.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] OK, for [PII] for the amount of $1,895 you don't have a claim, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. May I know the policy effective term date?
[AGENT][NEUTRAL] Policy is effective [PII] and it's still active.
[CUSTOMER][NEUTRAL] Thank you. And the claim meeting address?
[AGENT][NEUTRAL] [PII] and that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, can you repeat the [PII] number alone one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The timely funding limits?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Thank you and the call reference number for today's conversation?
[AGENT][NEUTRAL] It's just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, no, thank you so much. Take care bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.