AccountId: 011433970860
ContactId: 36cef221-0dfa-4039-84cf-a54f0b243595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93250 ms
Total Talk Time (AGENT): 36841 ms
Total Talk Time (CUSTOMER): 44030 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/36cef221-0dfa-4039-84cf-a54f0b243595_20250408T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm calling from Northern Colorado Endoscopy Center, and I'm following up on a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim.
[AGENT][NEUTRAL] Um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. It's spelled [PII] and my direct number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] date of birth of [PII]. Um, I have an ID number of 02150683.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] Alright, I've got his policy pulled up. Can I please get the data service and the charge amount?
[CUSTOMER][NEUTRAL] Sure, it's for [PII] in the amount of $3,849.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, let me see here, $412.50.
[AGENT][POSITIVE] OK, thank you so much. I'm gonna put you on a brief hold while Ms. [PII] while I pull up this claim for us and I will be right back.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, ma'am.