AccountId: 011433970860
ContactId: 42bbc165-c84e-4ccb-a996-60bf94cffa2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122940 ms
Total Talk Time (AGENT): 64719 ms
Total Talk Time (CUSTOMER): 38680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/42bbc165-c84e-4ccb-a996-60bf94cffa2b_20250610T13:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and I'm calling from Virginia Mason Medical Center, and I was calling to check claim status on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] We have 02542.
[CUSTOMER][NEUTRAL] 155.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Um, perfect, thank you. And may I have the date of service and the amount of the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, data service was [PII] for $201 even.
[AGENT][NEUTRAL] OK, so [PII] for um 201. OK. Let me see if I can find this claim and for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have that claim on file. Now, this policy has been terminated since January, so I'm not sure if that's the reason it, it wasn't sent to us, but um it is not on file.
[CUSTOMER][NEUTRAL] No claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I'm gonna help you with today?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was it. I hope you have a good day.
[AGENT][POSITIVE] You too. Thank you for calling ATL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.