AccountId: 011433970860
ContactId: 417018af-e15a-4dbd-bb84-aa584a66d601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199110 ms
Total Talk Time (AGENT): 67469 ms
Total Talk Time (CUSTOMER): 42592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/417018af-e15a-4dbd-bb84-aa584a66d601_20250115T19:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling for claim status, please.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling from provider's office, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 184-8606.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII], no, my bad, [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] The amount is 2,925.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII], and that's just optional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have a claim for [PII] for this member.
[CUSTOMER][NEUTRAL] OK, this was sent on [PII]. Let me check the address.
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] This was saying
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Um, that's, um, the address is no longer active. Um, let me give you the correct address.
[CUSTOMER][NEUTRAL] Deal
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, what is the address?
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, that that would be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Mr. [PII]
[CUSTOMER][NEUTRAL] Same bye bye.
[AGENT][NEUTRAL] Yeah.