AccountId: 011433970860
ContactId: 42e727cd-3d5c-4e1b-ae8b-7870fe121fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195539 ms
Total Talk Time (AGENT): 43184 ms
Total Talk Time (CUSTOMER): 66957 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/42e727cd-3d5c-4e1b-ae8b-7870fe121fff_20250415T20:33_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to check the status of the claim, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And are you with the provider's office, you know?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do, it is, um, well, said I did. Hold on just a second, let me pull it up here.
[CUSTOMER][NEUTRAL] Sorry about that it's 02546113.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And did you say claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh my goodness, can you hold on one moment I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, I'm so sorry about that. Thank you for holding.
[CUSTOMER][NEUTRAL] Mm that's OK.
[AGENT][NEUTRAL] OK, and you said for [PII], 24, is that correct?
[CUSTOMER][NEUTRAL] It is, uh-huh.
[AGENT][NEUTRAL] Uh, it looks like I don't have anything on file for that date of service. [PII] is the patient, correct?
[CUSTOMER][POSITIVE] That's correct mhm.
[CUSTOMER][NEUTRAL] Um, let me make sure that I have the correct information. Let me look that.
[CUSTOMER][NEUTRAL] Sorry, my
[CUSTOMER][NEUTRAL] [PII]'s not want to cooperate um.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] That is for dental surgery.
[CUSTOMER][NEUTRAL] The payer ID number, uh huh I have is 60601, is that right?
[AGENT][NEUTRAL] Um, it's 60801.
[CUSTOMER][NEUTRAL] 801. OK, alrighty, maybe that's why you don't have it then. OK, I will resend that then OK?
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.