AccountId: 011433970860
ContactId: 44263309-db12-4cbc-9702-a3886a88c7dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204630 ms
Total Talk Time (AGENT): 71714 ms
Total Talk Time (CUSTOMER): 40491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/44263309-db12-4cbc-9702-a3886a88c7dd_20250312T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I'm trying to get an update on a claim. Will you be able to help me with that?
[AGENT][POSITIVE] I'm happy to check on a claim for you today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02434552
[AGENT][NEUTRAL] All right. Thank you, [PII]. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the bill out.
[CUSTOMER][NEUTRAL] $1,325 even.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Not showing any claims on file data service [PII].
[CUSTOMER][NEUTRAL] OK. And what's electronic payer ID?
[AGENT][NEUTRAL] Uh, let me get that for you. Give me just one moment, please.
[AGENT][NEUTRAL] The payer ID for this is going to be 64556.
[CUSTOMER][NEUTRAL] The mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you also have a fax number?
[AGENT][NEUTRAL] Not showing any fax number for claims on this policy.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK. Uh, may I get the policy effective date?
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] Effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for the information. Have a great day ahead. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.