AccountId: 011433970860
ContactId: 35ac3ece-1536-41d5-9ac3-8f9934db1950
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191440 ms
Total Talk Time (AGENT): 59870 ms
Total Talk Time (CUSTOMER): 169721 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/35ac3ece-1536-41d5-9ac3-8f9934db1950_20250417T20:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the office to check the claim status.
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII] last initial is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It's 02581601.
[AGENT][NEUTRAL] 02581601.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh [PII]. And can I have your name, please? Could you please spell it for me? That's right.
[AGENT][NEUTRAL] OK, one moment, let me repeat your phone number [PII].
[AGENT][NEUTRAL] OK. My name is [PII]. And if you can verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and the date of birth is [PII]. That's right.
[AGENT][NEUTRAL] OK, and we're checking a claim status?
[AGENT][NEUTRAL] And the date of service and total charge?
[CUSTOMER][NEUTRAL] It's 129, 2025 and the total charge is $698 even.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, can I have the member effective date and the term date?
[AGENT][NEUTRAL] I'm not showing that date of service on file for [PII].
[AGENT][NEUTRAL] Effective [PII], the policy is active.
[CUSTOMER][NEUTRAL] OK, thank you so much. Uh, I do have another date of service for the same member. It's, uh, uh, uh, this is the only one, the last.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, how many other dates of service do you have? Go ahead and give them to me at the same time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the date of service?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and the total charge?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $361 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not showing [PII] on file.
[CUSTOMER][POSITIVE] Mhm. OK. Thank you so much for this. Can I have the call reference number? Mhm. OK. Thank you so much. Have a great day and take care. Bye for now.
[AGENT][NEUTRAL] My name and today's date.
[AGENT][POSITIVE] You're welcome thanks for calling APR [PII]. Have a good day as well.