AccountId: 011433970860
ContactId: 41b93053-916f-4776-a19b-a8162b5018a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136690 ms
Total Talk Time (AGENT): 46159 ms
Total Talk Time (CUSTOMER): 52855 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/41b93053-916f-4776-a19b-a8162b5018a0_20250106T14:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need to check on a claim, please.
[AGENT][NEUTRAL] OK, I can help you with claim status and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, it is going to be 02462609.
[AGENT][NEUTRAL] Thank you, and that was 02462609?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the bill amount of the claim?
[CUSTOMER][NEUTRAL] Uh, it was for [PII], and the total charge was 6,31744.
[AGENT][NEUTRAL] Thank you. So it's for a date of service of [PII] for 63 $17.44.
[CUSTOMER][NEUTRAL] Uh, 6 $6,317.44. Mhm mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I don't show that we have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK, um, let me make sure, um, we've got an address of [PII]. Is that the right address?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, alrighty, alrighty then well we will get that out to you. Thank you.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thanks bye.