AccountId: 011433970860
ContactId: 418f35a4-0b5b-4388-bbbe-34214cf1ded5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172559 ms
Total Talk Time (AGENT): 52839 ms
Total Talk Time (CUSTOMER): 53132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/418f35a4-0b5b-4388-bbbe-34214cf1ded5_20250612T20:57_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, yes sir. My first name is [PII]. My last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check a claim. What's the patient policy number?
[CUSTOMER][NEUTRAL] 02173251.
[AGENT][NEUTRAL] Do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, the patient's first name is [PII]. Last name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] total charge is.
[CUSTOMER][NEUTRAL] $4270 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Claim was received [PII].
[AGENT][NEUTRAL] The claim was processed and denied on [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK, uh, the fax number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And the claim number.
[AGENT][NEUTRAL] 3608604.
[CUSTOMER][NEUTRAL] This is the claim number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the call reference number?
[AGENT][NEUTRAL] Call reference is gonna be my name with today's date. My name again is [PII], that's [PII] initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, that's all I need for today and have a very blessed day out.
[AGENT][NEUTRAL] You as well bye bye.