AccountId: 011433970860
ContactId: 31ccdecc-7872-42ea-8906-c69858b35006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143559 ms
Total Talk Time (AGENT): 43541 ms
Total Talk Time (CUSTOMER): 56216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/31ccdecc-7872-42ea-8906-c69858b35006_20250619T12:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII] calling from On Sina Medical Center. I needed to verify if you guys received a claim for one of the members.
[AGENT][NEUTRAL] You want to verify claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I get the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII]. How do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number of the member that you're calling to verify claim status for?
[CUSTOMER][NEUTRAL] That will be, give me a moment.
[CUSTOMER][NEUTRAL] 01984147.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] With the billed amount of 2,365 89.
[AGENT][NEUTRAL] I'm not showing the claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] No claim. I might be able to fax the claim?
[AGENT][NEUTRAL] Are you able to do what, ma'am?
[CUSTOMER][NEUTRAL] Fax the claim.
[AGENT][NEUTRAL] Yes, you can fax the claim.
[CUSTOMER][NEUTRAL] OK. What would be the reference number?
[AGENT][NEUTRAL] We don't provide reference numbers, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you very much appreciate it.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] It